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Name:
Class:
Date:
Chapter 09: Small-Group Communication and Problem Solving
Copyright Cengage Learning. Powered by Cognero.
Page 1
1. Group decisions are often less accurate than individual decisions.
a.
True
b.
False
ANSWER:
False
POINTS:
1
REFERENCES:
Define the term small group, and list the uses and values of teams in the effective organization.
2. Teams participating in decision making with people from other parts of the world require additional effort because not
all cultures view or solve problems in the same way.
a.
True
b.
False
ANSWER:
True
POINTS:
1
REFERENCES:
Briefly describe the seven characteristics of successful problem-solving teams, and determine which
ones are normally the most important and why.
3. In effective brainstorming, only words of praise and encouragement should be allowed because negative comments
usually put an end to creative thinking.
a.
True
b.
False
ANSWER:
True
POINTS:
1
REFERENCES:
List the steps of the basic problem-solving procedure, including how to use criteria correctly in step 5,
and determine which steps are the most crucial to successful problem solving.
4. In questions of fact, the group tries to assess the worth or desirability of some object, idea or person.
a.
True
b.
False
ANSWER:
False
POINTS:
1
REFERENCES:
List the steps of the basic problem-solving procedure, including how to use criteria correctly in step 5,
and determine which steps are the most crucial to successful problem solving.
5. The elaboration likelihood model explains that the peripheral route processing means people take time to thoroughly
consider the argument.
a.
True
b.
False
ANSWER:
False
POINTS:
1
REFERENCES:
Briefly describe the seven characteristics of successful problem-solving teams, and determine which
ones are normally the most important and why.
6. Compared to individual problem solving, with group problem solving:
a.
Less time is required.
b.
Hostility is increased.
Name:
Class:
Date:
Chapter 09: Small-Group Communication and Problem Solving
Copyright Cengage Learning. Powered by Cognero.
Page 2
c.
Productivity is increased.
d.
There is less personal satisfaction.
ANSWER:
c
POINTS:
1
REFERENCES:
Define the term small group, and list the uses and values of teams in the effective organization.
7. Small group communication works best when groups are no greater than:
a.
Eight people
b.
Twelve people
c.
Ten people
d.
Fifteen people
ANSWER:
a
POINTS:
1
REFERENCES:
Define the term small group, and list the uses and values of teams in the effective organization.
8. A major electronics firm holds various committee meetings to improve employee morale. However, upper
management discovers that one group always delivers quick decisions, agrees with the leader's opinions, and does not
thoroughly consider the feasibility of the solutions. This group most likely exhibits
a.
Poor leadership
b.
Low morale
c.
Groupthink
d.
Poor organization
ANSWER:
a
POINTS:
1
REFERENCES:
Briefly describe the seven characteristics of successful problem-solving teams, and determine which
ones are normally the most important and why.
9. The reservations department of a major airline meets weekly to discuss ways to improve the sales quota. Whenever they
meet, Sam (a new employee), is the only one to express a differing opinion. At first the leader just asked him not to rock
the boat, but as time went on, the group began to ignore Sam and speak as though he had not said anything. This is a sign
of what symptom of groupthink?
a.
Self-censorship.
b.
Rationalization.
c.
Illusion of unanimity.
d.
Direct pressure.
ANSWER:
d
POINTS:
1
REFERENCES:
Briefly describe the seven characteristics of successful problem-solving teams, and determine which
ones are normally the most important and why.
10. Annie doesn't agree with her boss, but she is reluctant to speak against the proposal, because she doesn't want to be
seen as putting her boss on the spot at the staff meeting. Annie decides not to say anything. This is a sign of what
symptom of groupthink?
a.
Self-censorship.
b.
Shared stereotypes.
Name:
Class:
Date:
Chapter 09: Small-Group Communication and Problem Solving
Copyright Cengage Learning. Powered by Cognero.
Page 3
c.
Illusion of invulnerability.
d.
Rationalization.
ANSWER:
d
POINTS:
1
REFERENCES:
Briefly describe the seven characteristics of successful problem-solving teams, and determine which
ones are normally the most important and why.
11. Which of the following meets the requirements for a small group?
a.
Four employees discussing ways to encourage the boss to give a Christmas bonus
b.
Three people sitting in an office waiting to be interviewed for a position.
c.
Five personal assistants typing papers for their boss.
d.
Four people discussing the weather while sitting on a park bench waiting for a bus.
ANSWER:
b
POINTS:
1
REFERENCES:
Define the term small group, and list the uses and values of teams in the effective organization.
12. Which of the following is the most effectively worded question for use by a problem-solving group?
a.
What position should Zee Company take? toward noncompany use of its facilities?
b.
Should smoking on the job be allowed to continue?
c.
What are some suggestions for saving energy in our company?
d.
What can the union do to stop the unfair practice of merit pay?
ANSWER:
d
POINTS:
1
REFERENCES:
List the steps of the basic problem-solving procedure, including how to use criteria correctly in step 5,
and determine which steps are the most crucial to successful problem solving.
13. Which of the following “must” criteria are really “operational” in nature?
a.
The childcare facility selected must be independently owned.
b.
The childcare facility selected must have five years of experience in corporate daycare.
c.
The childcare facility selected must employ experienced teachers.
d.
Selection of the child care facility must be completed in one month.
ANSWER:
d
POINTS:
1
REFERENCES:
List the steps of the basic problem-solving procedure, including how to use criteria correctly in step 5,
and determine which steps are the most crucial to successful problem solving.
14. To give all members a chance to participate and to minimize group pressure, the recommended method for generating
ideas is
a.
Nominal group technique
b.
Brainstorming
c.
Panel
d.
Roundtable Discussion
ANSWER:
a
POINTS:
1
Name:
Class:
Date:
Chapter 09: Small-Group Communication and Problem Solving
Copyright Cengage Learning. Powered by Cognero.
Page 4
REFERENCES:
List the steps of the basic problem-solving procedure, including how to use criteria correctly in step 5,
and determine which steps are the most crucial to successful problem solving.
15. It's advisable to establish criteria before listing alternatives in all of the following situations EXCEPT:
a.
If the task is complex.
b.
If team members have a lot of problem solving experience.
c.
If the topic is emotional.
d.
If the topic involves value judgments.
ANSWER:
b
POINTS:
1
REFERENCES:
List the steps of the basic problem-solving procedure, including how to use criteria correctly in step 5,
and determine which steps are the most crucial to successful problem solving.
16. Effective teams
a.
Follow an organized, rigid procedure.
b.
Avoid overlapping or backtracking.
c.
Always move smoothly from step to step of the problem solving sequence.
d.
Accomplish their process in a cyclical manner.
ANSWER:
d
POINTS:
1
REFERENCES:
Briefly describe the seven characteristics of successful problem-solving teams, and determine which
ones are normally the most important and why.
17. Once a team reaches a solution, it must
a.
Continue to meet periodically
b.
Follow up on implementation
c.
Appoint an implementation team
d.
Disband
ANSWER:
b
POINTS:
1
REFERENCES:
List the steps of the basic problem-solving procedure, including how to use criteria correctly in step 5,
and determine which steps are the most crucial to successful problem solving.
18. The basic problem solving procedure works best when:
a.
The leader is trained in the process
b.
The group is large
c.
The members are trained in the process.
d.
Both the leader and the members are trained in the process.
ANSWER:
d
POINTS:
1
REFERENCES:
List the steps of the basic problem-solving procedure, including how to use criteria correctly in step 5,
and determine which steps are the most crucial to successful problem solving.
19. The characteristics that define a small group or team are:
Name:
Class:
Date:
Chapter 09: Small-Group Communication and Problem Solving
a.
Size, type of interaction, and action toward a common goal
b.
Attention, cooperation, and independence
c.
Size, independence, and action toward a common goal
d.
Cooperation, type of interaction, and action toward a common goal
ANSWER:
a
POINTS:
1
REFERENCES:
Define the term small group, and list the uses and values of teams in the effective organization.
20. The idea that people choose to continue to be a part of a group when the rewards outweigh the costs.
a.
Learning groups
b.
Groupthink
c.
Social rewards theory
d.
Elaboration Likelihood Model
ANSWER:
c
POINTS:
1
REFERENCES:
Define the term small group, and list the uses and values of teams in the effective organization.
21. What are the four pairs of questions in step two of the basic problem-solving procedure that are helpful to ask if the
cause of a problem is unclear or unknown? What are two additional questions for each pair?
ANSWER:
If the problem cause is unclear, ask four sets of questions: what is involved and not, where it is found
and not, when it occurs and not, and to what extent it occurs and not as well as differences between
answers and associated changes. Two additional questions for each pair are (a) what is the main
difference, if any, between the answer to the first question and the answer to the second question, and (b)
what change, if any, caused the difference?
POINTS:
5
REFERENCES:
List the steps of the basic problem-solving procedure, including how to use criteria correctly in step 5,
and determine which steps are the most crucial to successful problem solving.
22. What are two things a group can do to decrease the chances that groupthink will negatively affect its decisions? What
are at least two things a leader can do to keep from unduly influencing the team?
ANSWER:
Groupthink can be avoided when certain steps are taken. Two things a group can do are to bring in
outside experts with differing opinions and ask members to be critical evaluators. Leaders can keep
personal opinions to themselves until members speak, sometimes miss a meeting and let someone else
lead, emphasize the importance of many options, and offer a second chance to rethink tentative
solutions.
POINTS:
5
REFERENCES:
Briefly describe the seven characteristics of successful problem-solving teams, and determine which
ones are normally the most important and why.
23. What are three important differences between face to face (FTF) teams and teams that operate with the help of
computer-mediated communication (CMC)?
ANSWER:
Many organizations, especially multinationals, use virtual teams if meetings are difficult or impossible.
Face-to-face (FTF) teams use all three codes (verbal, visual, vocal) while computer-mediated
communication (CMC) teams have no visual code. There are three major differences between FTF and
CMC teams: 1) CMC teams communicate less and share less information than FTF teams.
POINTS:
5
Name:
Class:
Date:
Chapter 09: Small-Group Communication and Problem Solving
REFERENCES:
Briefly describe the seven characteristics of successful problem-solving teams, and determine which
ones are normally the most important and why
24. What are the three categories of groups generally used within an organization? Define and give an example of each.
ANSWER:
Three categories of groups are generally used in business group communication. 1.) Learning groups are
involved in seeking or sharing information. (e.g. a management training seminar or new employee
orientation group) 2. Self-maintenance groups seek to inspire desirable attitudes, understanding, and
communication patterns, not merely inform (e.g., companies that project a corporate culture use such
groups to train employees). 3. Problem-solving groups make a series of decisions attempting to solve a
specific problem (e.g., passengers on Flight 93 on 9/11).
POINTS:
5
REFERENCES:
Define the term small group, and list the uses and values of teams in the effective organization.
25. List the steps of the basic problem-solving procedure. Which if these steps, if any, can be skipped? Why or why not?
ANSWER:
The basic problem-solving procedure involves six steps. Many groups skip Steps 1–3, but all steps must
be addressed for successful basic problem solving. Step 1: Define the problem. Do not eliminate this step
because valuable time can be wasted on the assumption that everyone knows the exact problem. Step 2:
Research and analyze the problem. Do not omit step; teams can reach unsound decisions if they do not
know enough. Step 3: Establish a checklist of criteria, the guidelines a group agrees to follow in reaching
a solution (or a requirements checklist). This is one of the most important steps of all. Criteria must be
divided into must criteria (required) and want criteria (desired). Step 4: List possible alternatives in as
much detail as time and budget permit. Postpone evaluation until Step 5 to avoid hampering creative
thinking. Brainstorming (spontaneous contributions of ideas by all team members) is one method of
generating creative detailed lists of ideas. Step 5: Evaluate each alternative. If Steps 1–4 are well done,
this step should be simple. Step 6: Select the best alternative or alternatives. The best solution is the one
that best fulfills the criteria, but several alternatives can meet the criteria.
POINTS:
5
REFERENCES:
List the steps of the basic problem-solving procedure, including how to use criteria correctly in step 5,
and determine which steps are the most crucial to successful problem solving
