Question 1

Which of the following is not an important consideration related to etiquette in the workplace?

Accepted Answer

D)Your height and weight are not related to etiquette and are frequently not something a person can control.All the other answers are things that people can easily control and are expected to fall within acceptable norms.

Question 2

When introducing yourself to someone in a business context,you should always include a brief description of

Accepted Answer

B)When introducing yourself,include a brief description of your role in the company.

Question 3

A reliable employee you supervise has come to speak with you about a leave of absence related to personal issues.To understand her feelings and needs,you should engage in ________ listening.

Accepted Answer

B)The goal of empathic listening is to understand the speaker's feelings,needs,and wants so that you can appreciate his or her point of view,regardless of whether you share that perspective.By listening with empathy,you help the individual vent the emotions that prevent a calm,clear-headed approach to the subject.There is no such term as sustained listening.

Question 4

During the ________ phase of group development,the team clarifies and summarizes the agreed-upon solution,and team members receive their assignments for carrying out the group's decision.

Accepted Answer

E)Teams typically evolve through a number of phases on their way to becoming productive.Here is how one commonly used model identifies the phases a problem solving team goes through: Orientation,Conflict,Brainstorming,Emergence,and Reinforcement.In the reinforcement stage,the team clarifies and summarizes the agreed-upon solution.Members receive their assignments for carrying out the group's decisions,and they make arrangements for following up on those assignments.

Question 5

"Dream teams" composed of multiple superstars

Accepted Answer

B)"Dream teams" composed of multiple superstars often do not perform as well as one might think because high-performing individuals can have trouble putting the team's needs ahead of their own.In addition,highly skilled and experienced people with difficult personalities might not contribute for the simple reason that other team members may avoid interacting with them.

Question 6

The two most common reasons for unsuccessful teamwork are

Accepted Answer

D)The most effective teams have a clear objective and shared sense of purpose,have a strong sense of trust,communicate openly and honestly,reach decisions by consensus,think creatively,and know how to resolve conflict.Teams that lack one or more of these attributes can get bogged down in conflict or waste time and resources pursuing unclear goals.Two of the most common reasons cited for unsuccessful teamwork are a lack of trust and poor communication.The other answers can contribute to unsuccessful teamwork,but they are not as common.

Question 7

Which of the following meeting technologies would be most effective for negotiations,collaborative problem solving,and other complex discussions?

Accepted Answer

C)Telepresence technologies enable realistic conferences in which participants thousands of miles apart almost seem to be in the same room.The ability to convey nonverbal subtleties such as facial expressions and hand gestures makes these systems particularly good for negotiations,collaborative problem solving,and other complex discussions.Instant messaging (IM)and teleconferencing are the simplest forms of virtual meetings.A wiki is a website that allows anyone with access to add new material and edit existing material.

Question 8

The first step in the basic listening process is ________ the message.

Accepted Answer

A)There are five steps to the listening process: receiving,decoding,remembering,evaluating,and responding.With receiving,start by physically hearing the message and recognizing it is incoming information.

Question 9

When receiving business-related phone calls,

Accepted Answer

A)Using frequent verbal responses shows that you are listening during a phone call.If you must forward a call or put someone on hold,explain what you are doing first.Stay focused on the call throughout; others can easily tell when you are not paying attention.Be ready before you call so that you do not waste the other person's time.

Question 10

A new co-worker from Russia asks you about North American greeting customs.You should explain that in most business contexts,

Accepted Answer

D)In North America,a firm handshake is expected when two people meet.If you are expected to shake hands,be aware that the passive "dead fish" handshake creates an extremely negative impression.If you are physically able,always stand when shaking someone's hand.You should always use your right hand with a handshake regardless of your gender.

Question 11

The interactions and processes that take place among the members of a team are known as

Accepted Answer

C)The interactions and processes that take place among the members of a team are called group dynamics.Productive teams tend to develop clear norms - informal standards of conduct that members share and that guide member behavior.Groupthink is one possible disadvantage of teamwork.Groupware is a general term for computer-based systems that let people communicate,share files,review previous message threads,work on documents simultaneously,and connect using social network tools.There is no such term as group functionality.

Question 12

If you are engaging in critical listening,your goal is to

Accepted Answer

C)The goal of critical listening is to understand and evaluate the meaning of the speaker's message on several levels: the logic of the argument,the strength of the evidence,the validity of the conclusions,the implications of the message,the speaker's intentions and motives,and the omission of any important or relevant points.

Question 13

Cross-functional teams

Accepted Answer

B)Problem-solving teams and task forces assemble to resolve specific issues and then disband when their goals have been achieved.Such teams are cross-functional,pulling together people from a variety of departments who have different areas of expertise and responsibility.The diversity of opinions and experiences can lead to better decisions,but competing interests can lead to tensions that highlight the need for effective communication.They can be effective regardless of the size of the organization.There are no limits on the size of the team.

Question 14

Touch

Accepted Answer

D)Touch is an important way to convey warmth,comfort,and reassurance - as well as control.Touch is so powerful that it is governed by cultural customs that establish who can touch whom and how in various circumstances.In the U.S.and Great Britain,people usually touch less frequently than people in France or Costa Rica do.All nonverbal communication cues are important,and none would put people of different status on equal footing.

Question 15

Within 48 hours,people tend to forget approximately ________ percent of what was said in a 10-minute conversation.

Accepted Answer

C)Listening is a far more complex process than most people think - and most of us are not very good at it.People typically listen at no better than a 25 percent efficiency rate,remember only about half of what is said during a 10-minute conversation,and forget half of that within 48 hours.

Question 16

Using mobile phones during meetings is

Accepted Answer

B)Mobile phones are a contentious point of etiquette in today's workplace.They can boost productivity if used mindfully,but they can be a productivity- and morale-draining disruption when used carelessly.Be aware that attitudes about mobile phones vary widely,so do not be surprised if you encounter policies restricting their use in offices or meeting rooms.Nearly half of U.S.companies already have such policies.

Question 17

In part,poor listening occurs because listeners

Accepted Answer

A)One reason listeners' minds tend to wander is that people think faster than they speak.Most people speak at about 120 to 150 words per minute,but listeners can process audio information at up to 500 words per minute or more.Consequently,your brain has a lot of free time whenever you are listening,and if left unsupervised,it will find a thousand other things to think about.Make the effort to focus on the speaker and use the extra time to analyze and paraphrase what you hear or to take relevant notes.Listeners do not concentrate on each individual word said and can process information much faster than is spoken.

Question 18

If you are listening mainly to understand the speaker's message,you are engaging in ________ listening.

Accepted Answer

A)The primary goal of content listening is to understand and retain the information in the speaker's message.You are not evaluating the information at this point,so it does not matter whether you agree or disagree,approve or disapprove - only that you understand.The goal of critical listening is to understand and evaluate the meaning of the speaker's message on several levels.The goal of empathic listening is to understand the speaker's feelings,needs,and wants so that you can appreciate his or her point of view,regardless of whether you share that perspective.No matter what mode they are using at any given time,effective listeners try to engage in active listening - making a conscious effort to turn off their own filters and biases to truly hear and understand what the other party is saying.Defensive listening is when the listener protects their ego by tuning out anything that does not confirm their beliefs or their view of themselves.

Question 19

Selective listening refers to

Accepted Answer

B)Selective listening is one of the most common barriers to effective listening.If your mind wanders,you may stay tuned out until you hear a word or phrase that gets your attention again.But by that time,you are unable to recall what the speaker actually said; instead you remember what you think the speaker probably said.

Question 20

When it comes to online etiquette,

Accepted Answer

B)When it comes to online etiquette,respect boundaries of time and virtual space.Do not start using an employee's personal Facebook page for business messages unless you have discussed it beforehand,and do not assume people are available to discuss work matters around the clock,even if you do find them online in the middle of the night.Avoid personal attacks.Stay focused on the original topic.Do not present opinions as facts,and support facts with evidence.Follow basic expectations of spelling,punctuation,and capitalization.Use virus protection and keep it up to date.Ask if this is a good time for an IM chat.Watch your language and keep your emotions under control.Never assume privacy.Do not waste others' time with sloppy,confusing,or incomplete messages.

Quiz 2: Mastering Team Skills and Interpersonal Communication