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Q:
________ focuses on the process and outcomes of communication, whereas ________ delivers criticism with no guidance to stimulate improvement.
A) Intuitive feedback; rational feedback
B) Circular feedback; linear feedback
C) Open feedback; closed feedback
D) Constructive feedback; destructive feedback
Q:
Social networking technologies can help a company create virtual communities of practice that
A) allow employees to develop new workplace skills.
B) encourage disgruntled employees t their frustrations.
C) discourage socializing so that individual employees can get their work done.
D) link employees to others with similar professional interests throughout the organization.
Q:
When composing collaborative messages, the best strategy is to
A) assign the writing task to one person or divide larger projects among multiple writers.
B) begin by letting all members "do their own thing" and then seeing what they all produce.
C) let all members use their own preferred software.
D) make the team as large as possible so that every possible area of expertise will be covered.
Q:
Writing for websites often involves the use of ________, which organize and control content and support teamwork.
A) wikis
B) shared workspaces
C) word processing software
D) content management systems
Q:
Which of the following should be the focus of constructive feedback?
A) Suggested changes
B) Flaws in the writer's arguments
C) Providing personal feedback
D) General behaviors
E) Controllable variables
Q:
Which of the following is a type of feedback designed to focus on the process and outcome of the communication rather than the people involved?
A) Unified
B) Destructive
C) Parliamentary
D) Constructive
E) Content
Q:
What is the integration of multiple communication channels and capabilities in a single system called?
A) Fixed web collaboration
B) Cloud computing
C) Unified communication
D) Online brainstorming
E) Social networking
Q:
When an organization links employees with a supplier or customer that shares their interest, what type of network has been developed?
A) Knowledge organization
B) Community of practice
C) Intranet
D) Multimedia
E) Unified
Q:
Which of the following allows all group members to have access to the same resources and information through the use of intranets or extranets?
A) Virtual offices
B) Wikis
C) Clouds
D) Communities of practice
E) Unified communications
Q:
Which of the following is a type of collaborative technology that can help people work on documents simultaneously, share files, and share the knowledge of multiple experts?
A) Shared workspaces
B) Virtual communities
C) Communities of practice
D) Unified communication
E) Groupware
Q:
Which of the following is one of the benefits of using a wiki when writing collaboratively?
A) Accuracy of material
B) Workflow features for page design
C) Knowledge from multiple experts can be captured
D) Freedom to post and revise material
E) Files can only be changed with permission
Q:
Which of the following can be used to improve the collaborative writing process when working on conventional websites?
A) PDF files
B) Wikis
C) Content management system
D) Virtual communities
E) Communities of shared practices
Q:
Which of the following is one of the ways used to encourage collaboration among new team members?
A) Assume things are going well if there is no negative feedback
B) Allow members bonding time
C) Invite all interested parties to collaborate
D) Encourage each team member to work in a style best suited to their personality
E) Compose written information as a group
Q:
During collaboration, what should be the main focus of the team?
A) Team objectives
B) Individual priorities
C) Hidden agendas
D) Technology
E) Group dynamics
Q:
Identify the seven steps that can help minimize conflict in team settings.
Q:
What can be done to show team members you are listening when they are resistant to ideas or change?
Q:
Briefly explain why the ability to work effectively in teams is so important in business.
Q:
Conflict can be a constructive part of teamwork.
Q:
Conflict between persons or groups in an organization is always destructive and must be avoided at all costs.
Q:
________ are informal standards of conduct that members share and that guide member behavior.
A) Norms
B) Expectations
C) Dynamics
D) Responsibilities
Q:
The term ________ refers to the interactions and processes that take place among the members of a team.
A) group dynamics
B) process reconciliations
C) interpersonal rotations
D) cross-functional interlocutions
Q:
Sometimes, a group member may have a hidden agenda: a private, counterproductive motive that will affect the group's interaction. All of the following EXCEPT the desire to ________ are examples of possible hidden agendas.
A) take control of the group
B) reconcile schedule conflicts for group meetings
C) undermine someone else on the team
D) pursue a business goal that runs counter to the group's mission
Q:
________ refers to working together to meet complex challenges.
A) Collation
B) Collaboration
C) Gathering
D) Meeting up
Q:
During the ________ of the group-development process, the members of a problem-solving team would begin to discuss their positions and become more assertive in establishing their roles.
A) conflict phase
B) reinforcement phase
C) orientation phase
D) brainstorming phase
Q:
If group members seem resistant to change, which of the following will encourage them to share their concerns?
A) Brainstorm
B) Use constructive criticism
C) Encourage flexibility
D) Form an alliance
E) Listen
Q:
Group members who are motivated mainly to fulfill personal needs play a
A) team-maintenance role.
B) task-facilitating role.
C) self-oriented role.
D) coordinating role.
Q:
Which of the following best describes proactive behavior as a way to successfully resolve conflict?
A) Have those involved in the conflict discuss issues on a regular basis
B) Encourage members to get feelings out in the open
C) Identify factual reasons for the source of the conflict
D) Deal with minor conflicts before they become major issues
E) Insist on fair outcomes instead of following the rules
Q:
Which of the following approaches to conflict will allow all sides to satisfy at least part of their goals, and minimize losses for everyone?
A) Brainstorming
B) Groupthink
C) Win-win
D) Win-lose
E) Lose-lose
Q:
A hidden agenda refers to
A) a meeting agenda that is not revealed to others outside the meeting group.
B) individuals harboring motives, which they conceal from the rest of the group.
C) an agenda that members must look for before they can attend a meeting.
D) an approach to group dynamics that helps facilitate group functioning.
Q:
During what phase of team evolution do team members discuss their opinions on a topic and become assertive in establishing their roles?
A) Orientation
B) Conflict
C) Brainstorming
D) Emergence
E) Reinforcement
Q:
Groupthink refers to
A) the willingness of individual group members to withhold contrary or unpopular opinions, even when those objections are legitimate, and to favor majority opinion.
B) the four-step decision-making process in groups.
C) software programs that help groups make decisions.
D) the basic rules that underlie a group's behavior and guide the group to make its decisions.
Q:
In a functional team-maintenance role, what do members use to offer verbal and nonverbal support to seek input from other team members?
A) Encouragement
B) Compromise
C) Procedure setting
D) Control
E) Harmonizing
Q:
Which of the following is NOT a way that teams help organizations to succeed?
A) Increase information and knowledge
B) Increase groupthink among members
C) Increase performance levels
D) Increase diversity of views
Q:
Which type of team member role is most likely to work to help a team reach its goals?
A) Team maintenance
B) Performing
C) Self-oriented
D) Diverting
E) Task-oriented
Q:
Which one of the following is NOT a dysfunctional team role?
A) Controlling
B) Diverting
C) Initiating
D) Withdrawing
Q:
Which of the following is an informal standard of conduct shared between group members, guiding member behavior?
A) Groupthink
B) Agendas
C) Orientation
D) Norms
E) Alliance
Q:
A ________ usually has a long life span and typically deals with regularly recurring tasks.
A) task force
B) work group
C) committee
D) problem-solving team
Q:
Which of the following is one of the disadvantages of teams?
A) Protected information and knowledge
B) Diversity of views
C) Hidden agendas
D) Decreased acceptance of a solution
E) Lower performance levels
Q:
All of the following EXCEPT ________ are elements of the group development process.
A) anticipation
B) emergence
C) brainstorming
D) reinforcement
Q:
Which of the following is one of the advantages of using cross-functional teams for problem solving?
A) They have a long life span and can become part of the organization
B) The diversity of opinions and experiences can lead to better decisions
C) They can lead to increased participative management
D) There can be increased harmony as decisions are over-simplified
E) There will be clearly developed norms and standards of conduct
Q:
In participative management
A) employees are involved in the company's decision making.
B) all top-level managers participate in profit sharing.
C) teams are discouraged in favor of individual achievement.
D) an authoritarian management model is used.
Q:
Which of the following requires working together to meet complex challenges and is a key skill in a wide variety of professions?
A) Collaboration
B) Committees
C) Participative management
D) Groupthink
E) Agendas
Q:
As an approach to resolving conflict during team activities, a ________ proposes that both sides can satisfy their goals (at least to some extent) and seeks to minimize losses for everyone involved.
A) lose-win strategy
B) lose-lose strategy
C) win-win strategy
D) break-even strategy
Q:
How can you prepare to have good etiquette and manners in social settings?
Q:
Identify and discuss five tips that can help you use the phone confidently and professionally.
Q:
Discuss etiquette rules that should always be followed when doing business online.
Q:
While having lunch with a client, what should you do with the business papers you brought to discuss? Why?
Q:
The habits you exhibit while using your mobile device exemplify your attitude toward the people around you.
Q:
The business aspect of a dinner meeting usually begins after entre plates have been removed.
Q:
All of the following EXCEPT ________ are best practices when using phones at work.
A) being positive and professional when you answer the phone
B) varying your vocal pitch and inflections so people know you're interested
C) enabling your voicemail, even if you don't check messages regularly
D) ending your calls with courtesy and clarity
Q:
Because phone calls lack the visual richness of face-to-face conversations, you'll need to use ________ to convey confidence and professionalism.
A) questions and social media
B) smartphones and apps
C) context and subject matter
D) attitude and tone of voice
Q:
When you're using a mobile device, making any of the following choices EXCEPT ________ will reflect negatively on your professionalism.
A) talking loudly in open offices or public places
B) texting during a meal or while someone is talking to you
C) allowing incoming calls/texts to interrupt meetings or discussions
D) asking for permission before using your device's camera
Q:
A new coworker from Russia asks you about North American greeting customs. You explain that in most business contexts,
A) women are not expected to shake hands.
B) it is not necessary to stand up before shaking hands if you are already seated.
C) shaking hands is an outdated custom in North America.
D) a firm handshake is expected when two people meet.
Q:
Successful teamwork, productive meetings, effective listening, and nonverbal communication all depend on ________ among all participants.
A) face-to-face contact
B) mutual respect and consideration
C) common cultural reference points
D) the use of the latest communication technology
Q:
Which of the following steps should be taken when you have an important or complicated message to deliver by phone?
A) Plan what you want to say before calling
B) Establish the needs of the person you are calling
C) Leave a detailed voice message describing when you will call and what the discussion will be about
D) Be courteous
E) Be short and to the point, with more detailed information sent electronically
Q:
Which of the following is an example of a way to increase the clarity of communication and display courtesy when ending a business call?
A) Indicate that the follow up will be complicated
B) Make an appointment to continue the phone call at a later date
C) Close with a personal comment about your working relationship
D) Suggest that a voice mail is as effective as a conversation and saves time
E) Double-check vital information such as meeting times and dates
Q:
When leaving a voicemail message, which of these should you be sure to include?
A) The best time to return your call
B) Detail questions or instruction
C) Who else you are calling
D) A list of all issues that need to be covered
E) A specific date and time when you will try to call again
Q:
When working with people from other cultures, which of the following will help ensure proper etiquette in social settings?
A) Don't shake hands unless invited to
B) Introduce yourself with a humorous comment
C) Explain your role in the organization
D) Learn about the customs of the other cultures
E) Invite the group to dinner and cocktails to learn more about each other
Q:
When conducting business over a meal, when does the business aspect of the meal begin?
A) After drinks
B) After small talk about religion or politics
C) After the entre is finished
D) After getting to know your guest by asking about personal matters
E) After relaxing the group by sharing a few jokes
Q:
When using digital media, how can you be sure you are presenting facts instead of your opinion?
A) Include links to Wikis
B) Include supporting evidence
C) Open a discussion forum
D) Assume others will view the message
E) Avoid text language
Q:
If you want to change the subject of an ongoing email thread, which of these steps should you take?
A) Start a new message thread
B) Do not use the "Reply All" function
C) Change the text in the subject line
D) Indicate who the new message goes to by inserting their name above the message
E) Invite the intended recipients to a blog site to view the message
Q:
Which of these is an important online etiquette rule?
A) Use commenting mechanisms whenever possible
B) Send messages when it works best for you, knowing the audience will respond when convenient
C) Use "Reply All" whenever possible
D) Assume a message sent to one recipient will remain private
E) Avoid multitasking while using IM
Q:
Which of the following is an important etiquette guideline when you are representing your company online?
A) Only use personal attacks on blog postings and social media sites
B) Strongly state your opinions so they sound like facts
C) Use texting style whenever possible to keep messages short and to the point
D) Assume corporate networks are private
E) Stay focused on the original topic; if you need to change the subject, start a new message thread
Q:
Which of the following is a good example of business etiquette in a social situation?
A) Don't look guests from other cultures in the eye
B) Only shake hands when someone else extends their hand first
C) Finishing a text message while introducing yourself to someone
D) Briefly describe your role in the company when you introduce yourself
E) A personal comment that includes mild flattery
Q:
Which of these is an example of courteous phone behavior?
A) Vary pitch and inflection
B) Increasing the audience's knowledge level
C) Verify you are calling at a good time
D) Forward all calls you cannot answer directly
E) Use voicemail to screen calls
Q:
Which of the following is needed when practicing business etiquette when in teams and in meetings?
A) Mutual respect and consideration among participants
B) Integration of mobile communication and social media
C) Participative management
D) Creativity
E) Formal rules of behavior
Q:
Because phone calls lack the visual richness of face-to-face conversations, which of the following can be used to convey professionalism?
A) Etiquette
B) Gestures and posture
C) Listening skills
D) Facial expression
E) Attitude and tone of voice
Q:
What are the variety of behaviors, manners, and habits used in the workplace referred to as?
A) Grooming
B) Professionalism
C) Nonverbal skills
D) Etiquette
E) Cues
Q:
Identify and discuss the 6 types of nonverbal communication signals.
Q:
Discuss how nonverbal communications skills can affect your speaking and listening skills.
Q:
List and briefly explain the three roles nonverbal communication plays in communication.
Q:
If you are new to a company, what is the best way to decide what type of dress is appropriate in that organization?
Q:
List at least three general categories of nonverbal communication.
Q:
People are often judged based on the way they dress.
Q:
Nonverbal signals can ________ a verbal message.
A) strengthen
B) weaken
C) replace
D) all of the above
Q:
Which of the following statements about nonverbal communication is FALSE?
A) Facial expressions are a primary means of conveying emotions.
B) A person's voice carries both intended and unintended nonverbal cues.
C) Nonverbal signals can be used to assert both authority and intimacy.
D) Mastering nonverbal signals will allow you to "read someone like a book."
Q:
Body movement can send an unintentional message based of which nonverbal cue?
A) Facial expression
B) Gesture and posture
C) Vocal characteristics
D) Personal appearance
E) Time and space
Q:
Which of the following nonverbal cues is being sent when a group member arrives promptly to a meeting as a show of respect?
A) Time and space
B) Personal appearance
C) Vocal characteristics
D) Gestures and postures
E) Facial expression
Q:
Which of the following is one way to improve your understanding of nonverbal communication?
A) Separate nonverbal signals from the communication process
B) Avoid replacing words with cues
C) Avoid physical touch if warmth and understanding needs to be displayed
D) Communicate at a time that works best for you
E) Watch for cues from gestures and posture
Q:
Which of these nonverbal cues helps to reveal the intensity of a speaker's feelings?
A) Listening
B) Etiquette
C) Time management
D) Eye contact
E) Use of technology