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Questions 1 to 20: Select the best answer to each question. Note that a question and its answers may be split across a page break, so be sure that you have seen the entire question and all the answers before choosing an answer.
1. Supportive communication focuses on _______ rather than on the individual.
A. evaluative observations of behavior
B. problems and their solutions
C. general observations about the organization
D. company policies and procedures
2. Although some _______ aren't explicitly or formally stated, they become painfully obvious when a team member unwittingly violates them.
A. goals
B. norms
C. biases
D. values
3. Which of the following would be considered a characteristic of groups?
A. Shared leadership
B. High interdependence
C. Mutual accountability
D. Goals determined by the organization
4. In many cases, organizations will assign a team to solve a problem when
A. time is limited.
B. individual commitment isn't essential.
C. the task is complex.
D. performance doesn't require multiple skill sets.
5. One of the things Alexis enjoys about her team's _______ is that she's allowed to learn and experiment without fear of being ridiculed.
A. perceptual bias
B. cohesiveness
C. conformity
D. social facilitation
6. Making use of the _______ can help an active listener pause to reflect on what the other person is saying and try to find major themes or meanings in what is being communicated.
A. verification opportunity
B. thinking-speaking differential
C. impulse to respond immediately
D. validation pause
7. During the _______ stage of development, a team has become less reliant on strong directive leadership, and it starts to function more like a self-managing entity.
A. adjourning
B. norming
C. storming
D. performing
8. _______ is a type of deviance that is tolerated because central norms are accepted, even though peripheral ones may not be observed.
A. Subversive rebellion
B. Creative individualism
C. Social loafing
D. Open revolution
9. As he begins a coaching session with one of his employees, Edgar opens by
A. addressing a specific work-related problem.
B. asking if a personal situation is influencing the employee's behavior.
C. mentioning that other employees have made complaints.
D. warning that the employee is about to be punished.
10. One of the goals of forming _______ groups is to bring in new points of view and ideas.
A. heterogeneous
B. homogeneous
C. culturally undifferentiated
D. normative
11. Isaac is approached by a coworker, who begins a conversation by saying, "Listen, I know this might not be a big deal to you, but . . . ." Immediately, Isaac anticipates a potentially threatening observation and
becomes
A. defensive.
B. noisy.
C. ambiguous.
D. semantic.
12. Altering the information that's being sent so that it will be received more favorably by the receiver is
known as
A. semantics.
B. decoding.
C. distortion.
D. filtering.
13. In a dialogue, the focus should be mainly on
A. building relationships and thoughtful engagement.
B. presenting opposing views in order to score points.
C. ensuring that one's own point of view is accepted as the correct one.
D. emphasizing differences rather than commonalities.
14. The accumulated attitudes, beliefs, values, and other factors that shape our perceptions and interpretations of our communications with others are collectively known as
A. stereo-optics.
B. intrinsic motivations.
C. frames of reference.
D. extrinsic biases.
15. One of the disadvantages of electronic communication is
A. the potential for asynchronous communication.
B. the capacity to broadcast to many people at once.
C. wide geographical dispersion.
D. the reduction of the affective component of messages.
16. As a team begins to face some serious disagreements about progress achieved so far, a couple of members begin to openly question whether someone else on the team might be a better leader. Such issues are typical of the _______ stage of team development.
A. performing
B. storming
C. forming
D. norming
17. "Let me see if I understand you correctly," Jason says, after listening to one of his employees. He then repeats what he believes what he's heard using his own words. This process is known as
A. disambiguation.
B. evaluation.
C. verification.
D. paraphrasing.
18. When one of her employees stops by to speak to her, Clarice always makes an effort to engage in _______, which involves taking conscious actions intended to clarify and confirm the meaning of what her employee is saying.
A. active listening
B. supportive communication
End of exam
C. coaching
D. personal counseling
19. In contrast to other types of teams, _______ are responsible for implementing solutions as well as recommending them.
A. process-improvement
B. self-directed
C. project
D. cross-functional
20. Knowing that his team members are going to hold him accountable for his contribution, Sheldon is less inclined to indulge in
A. peer pressure.
B. social facilitation.
C. social loafing.
D. problem analysis.
