Question 1

E-mail has made telephone use obsolete in the corporate world.

Accepted Answer

While e-mail has become a widely used and important communication tool for businesses, telephone use still plays a significant role in the corporate world. Many conversations and negotiations require real-time conversation and the ability to hear tone and inflection, which cannot be conveyed through e-mail. Additionally, some individuals may prefer the personal touch of a phone call over an impersonal e-mail.

Question 2

Decisions made by teams promote greater "buy-in" from group members.

Accepted Answer

When team members are involved in the decision-making process, they are more likely to feel invested in the outcome and be supportive of the decision. This leads to greater buy-in and commitment from group members.

Question 3

When conversing with others, always address them by their first names.

Accepted Answer

The appropriate way to address someone depends on the cultural context, the individual's preferences, and the level of formality of the situation. Some people may prefer titles and last names, especially in professional or formal settings.

Question 4

You should identify the extension when transferring a call.

Accepted Answer

It is important to identify the extension when transferring a call so that the caller can be properly directed to the right person or department.

Question 5

You should generally deliver most constructive criticism in writing rather than in person.

Accepted Answer

Constructive criticism should be delivered in person whenever possible to allow for real-time dialogue and discussion. Written criticism can lack tone and context and may be misinterpreted. However, if the criticism is to be documented or used for future reference, it may be helpful to provide a written summary or follow-up.

Question 6

Many organizations are using virtual teams to exchange ideas and make decisions.

Accepted Answer

Many organizations have adopted virtual team structures for their ability to facilitate collaboration, communication and decision-making across geographical, cultural and organizational boundaries.

Question 7

When speaking on a cell phone, speak more loudly so that the receiver can hear you and your ideas.

Accepted Answer

When speaking on a cell phone, it is not necessary to speak more loudly as the phone is designed to capture your voice at a normal speaking volume. Speaking more loudly can actually distort the sound and make it harder for the receiver to understand you.

Question 8

You should try to respond to voice messages within one week.

Accepted Answer

The answer of You should try to respond to voice...

Question 9

The responsibility for ending a call lies with the receiver.

Accepted Answer

The responsibility for ending a call can lie with either party, the caller or the receiver. Therefore, both parties should have the etiquette to end the call politely.

Question 10

If another person has criticized you unfairly, you should disagree respectfully and constructively.

Accepted Answer

Disagreeing respectfully and constructively can help maintain a positive and professional relationship, and allow for productive communication and problem-solving. It is important to address the criticism in a calm and objective manner, while still advocating for oneself and providing evidence or explanation to refute any unfair accusations.

Question 11

In the norming phase of team development, teams discuss alternatives, evaluate outcomes, apply criteria, and prioritize alternatives.

Accepted Answer

This is an accurate description of the norming phase, where the team begins to work together and establish their roles and processes.

Question 12

When answering a phone call for a coworker, be honest and tell the receiver the exact whereabouts of your coworker.

Accepted Answer

It is not always appropriate to disclose the exact whereabouts of a coworker due to privacy concerns and workplace policies. It's better to offer to take a message or let the caller know the coworker is unavailable.

Question 13

To make your outgoing voice mail message more professional, use the computer-generated voice that comes with most systems.

Accepted Answer

It is more professional to record your own voice for the outgoing message rather than using a computer-generated voice.

Question 14

Groups with diverse members often produce the best decisions.

Accepted Answer

Groups with diverse members bring different perspectives, experiences, and expertise to the table. This diversity can lead to more comprehensive discussions and ultimately better decision-making.

Question 15

Groups should avoid conflict.

Accepted Answer

Conflict is a natural and inevitable occurrence in groups. Disagreements and differences of opinion can arise, leading to conflict. However, conflict can be managed and addressed in a constructive manner to reach a resolution that benefits the group. Avoiding conflict altogether can lead to issues being left unresolved and can ultimately harm the group dynamic.

Question 16

Withdrawing from a group is viewed as an effective technique to deal with group differences.

Accepted Answer

Withdrawing from a group is not considered an effective technique to deal with group differences as it only creates further distance and does not address the root cause of the differences. Effective techniques include communication, negotiation, and conflict resolution.

Question 17

When placing a business telephone call, immediately name the person you are calling, identify yourself and your affiliation, and give a brief explanation of your reason for calling.

Accepted Answer

This is a standard protocol for making a professional business telephone call. It helps to establish clarity and avoid confusion on both ends.

Question 18

If you receive constructive criticism on the job, you should focus on your feelings as much as possible.

Accepted Answer

When receiving constructive criticism, it is important to focus on the message being provided and not become too emotionally reactive. It is important to remain calm, listen actively, ask questions for clarification, and thank the person providing the feedback for their suggestions.

Question 19

When you deliver constructive criticism, you should use the word "we" instead of "you" to avoid sounding accusatory.

Accepted Answer

Using "we" instead of "you" makes the criticism less personal and more of a collaborative effort to improve the situation.

Question 20

Speakers should avoid "uptalk" in the workplace because it makes them appear weak and tentative.

Accepted Answer

Uptalk, or ending sentences with a rising intonation as if asking a question, can make speakers sound uncertain and lacking in confidence, which can be detrimental in a professional setting.

Quiz 11: Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings