Chapter 2—Intercultural and Team Communication
TRUE/FALSE
1. An inclusive work environment is one that ensures employees can reach their full potential within a
company.
2. Because individuals don’t waste time interacting with others, they can usually accomplish more work
alone than in teams.
3. Using wikis for group projects usually results in more contributions from group members, fewer in–
person meetings, and better overall collaboration.
4. Research indicates that the ideal small team consists of around five members.
5. When members of a work team try to evade individual responsibility, they are engaged in social
loafing.
6. It is best to assume the role of instructor when providing feedback on a coworker’s document.
7. Avoiding conflict in groups is essential to preserving harmony and successfully completing projects.
8. Groups should discourage debate about work issues because this prevents cohesive decisions from
being implemented on time.
9. Groupthink results when a team’s cohesiveness suppresses the free flow of ideas.
10. Healthy conflict in groups focuses on personality differences.
11. A consensus occurs when all team members can support a particular course of action.
12. To build a level of trust and ease, team members should engage in small talk at their initial meeting.
13. Uncertainty avoidance is more important in the United States than it is in Japan or Italy.
14. Team members are likely to be more open to your comments if you speak in specifics rather than
exaggerating.
15. Using labels such as unreliable when giving feedback in meetings focuses members’ attention on why
certain behaviors are problematic.
16. Whether you are offering a compliment or a complaint, you should use more you statements than I
statements in communicating with team members.
17. When identifying performance problems, one should try to assign responsibility to a particular
member instead of to the entire group.
18. A group will perform more effectively if its members are allowed to contribute as fully as possible.
19. When writing in a team, your first order of business is to divide tasks among the members.
20. Studies suggest that, in general, women use communication to call attention to their own
achievements, while men more often communicate criticisms of others.
21. Wikis reduce errors in team documents by restricting editing access to one person designated as the
proofreader.
22. A frequent problem of team-written documents is the lack of one “voice” throughout the document.
23. Team members have an ethical obligation to avoid promoting self-centered agendas.
24. Businesspeople in all cultures attach the same negative connotations to tardiness.
25. Someone from another culture may misunderstand your friendly intentions if you repeatedly reach out
to touch him or her during a conversation.
26. When traveling abroad to conduct business, Americans should display an attitude of ethnocentrism.
27. Although body language varies from culture to culture, the implications of key signals such as direct
eye contact are universally understood.
28. Unlike their counterparts in Northern Europe, businesspeople in Asia rely heavily on context and body
language to communicate meaning.
29. How people behave in social settings is less culture-dependent than how they behave in work groups.
30. You should study customs related to formality and ways of showing respect before you travel to meet
business contacts abroad.
31. When you use slang or jargon in conversation with businesspeople from other cultures, you should
speak extremely slowly and avoid confusing specifics.
32. When different team members contribute to a report, the best writer in the group should handle the
final editing and proofreading as the final stage before the document is presented.
33. Using humor during business meetings with international contacts is effective at setting everyone at
ease.
34. When communicating with someone from a minority group, use the identifying terminology that the
group or individual prefers.
35. Changes in the ethnic composition of the U.S. population will profoundly affect the way you conduct
business and communicate with others.
36. Men and women typically use communication for the same purposes and in the same style.
37. Women are more likely than men to interrupt someone to agree with what that person is saying.
38. More than women, men use communication primarily to show their expertise and preserve their status.
39. The Americans with Disabilities Act requires businesses to train their employees in the nuances of
communicating with people who have disabilities.
40. Using unbiased and neutral language helps to promote fairness and makes no assumptions about any
group of people.
41. When giving negative feedback on a peer’s writing, emphasize the writer’s role in creating the text,
rather than the text itself.
42. Wikis are likely to reduce the need for in-person team meetings, although they usually result in
increased email for participants.
43. The spread of English as a universal language for business has made intercultural understanding less
important for managers.
44. In most countries, strong, consistent eye contact is considered a sign of confidence.
45. When doing business internationally, managers from the United States should avoid long silences,
which often signal discomfort.
46. “Saving face” is more typically a concern of group-oriented, rather than individualist, cultures.
47. The word “ethnic” primarily applies to people of color.
48. If you are striving to use gender neutral language, avoid calling a woman by her professional title.
49. Making reasonable accommodations for workers who have disabilities is part of today’s workplace.
50. In order to be accommodating to older workers, it’s best to assume that they might need help with
advanced technologies.
MULTIPLE CHOICE
51. Which of the following phrases is most likely to be neutral, respectful, and inoffensive?
a.
the businessmen who run the company
b.
the new college kid in who works in engineering
c.
the accountant who spoke of his disability
d.
the ladies from the front office
e.
the handicapped worker who answers the phones
52. According to research, the most effective work teams generally consist of no more than ____
members.
a.
two
b.
three
c.
five
d.
seven
e.
ten
53. Which statement correctly describes teams?
a.
Teamwork usually produces lower-quality output than individual work.
b.
Conflict about issues should be avoided during team meetings because it destroys group
cohesiveness.
c.
Teams should strive for groupthink to enhance cohesiveness.
d.
The most effective teams require unanimity to make every decision.
e.
Personality conflicts can damage a team’s effectiveness.
54. Groupthink is caused by
a.
pressure to show immediate results.
b.
an overemphasis on unity that stifles information flow.
c.
requiring decisions to be made through consensus.
d.
narrowly defined problems and goals.
e.
interpersonal conflict that interferes with productivity.
55. Which statement about team feedback is accurate?
a.
You should express only positive feedback.
b.
You should use behavioral labels in your feedback.
c.
You should offer criticism in an indirect way.
d.
You should provide positive and negative feedback.
e.
You should focus on giving feedback, not on receiving it.
56. Which of the following methods is appropriate for conflict resolution?
a.
Lighten a tense moment with a compliment or humor.
b.
Exaggerate your response to show sincerity in solving the problem.
c.
Devote sufficient time to identifying a scapegoat.
d.
Respond in kind if opinions become too personal.
e.
Assume responsibility for members’ respect and behavior.
57. Which of the following is not an appropriate way to manage team writing?
a.
Start by identifying the goals and the audience.
b.
Divide tasks equitably among team members.
c.
Plan a schedule for each part of the writing project.
d.
Before writing, figure out what research is needed.
e.
Use a data-dump to cover all research gathered.
58. A common problem of team writing is
a.
sloppy format.
b.
lack of organization.
c.
multiple voices.
d.
lack of detail.
e.
excessive informality.
59. Which of the following is an example of preferred wording for commenting on peer writing?
a.
I was confused by this paragraph.
b.
You really need to make this part clearer.
c.
I liked this section.
d.
Have you thought about using the spell-check feature?
e.
Take a grammar class and then edit this document again.
60. From an ethical perspective, team members should
a.
put their self-interest first.
b.
respect the ideas of others.
c.
arouse conflict to improve team debates.
d.
support the dominant member to facilitate decisions.
e.
ignore any emotional needs of the members.
61. Ethnocentrism is
a.
the acceptance of cultural diversity.
b.
belief in the superiority of one’s own culture.
c.
a tendency toward centrally controlled communication.
d.
adherence to strict ethical standards.
e.
the use of culture-bound terminology.
62. When conducting international business with people in Asia or Latin America, plan to
a.
make decisions immediately and avoid wasting time.
b.
arrive promptly because tardiness indicates a lack of respect.
c.
engage in small talk and socialize before discussing business.
d.
look directly at your associates as a sign of respect.
e.
get your message across quickly using slang and jargon.
63. Touching behavior is
a.
not consistent from culture to culture.
b.
expected in the social zone.
c.
common among Asian businesspeople.
d.
inappropriate for ethical reasons.
e.
important for establishing rapport.
64. In cultures where context sensitivity is high, businesspeople
a.
attach importance to the trappings of ceremony.
b.
prefer predictable and certain consequences.
c.
assume a long-term context in discussions.
d.
stress the surrounding circumstances in communication.
e.
perceive cultural differences in the context of time.
65. Which statement about communicating across cultures is correct?
a.
You can convey decorum by speaking slowly and distinctly.
b.
You can help audiences follow your comments by minimizing your use of media.
c.
You can convey key points more effectively by mentioning concrete examples.
d.
You can use humor to defuse tense moments or encourage participation.
e.
You can add an air of informality by speaking in local slang.
66. When communicating with people from different cultures, you should
a.
maintain formality, show respect, and speak clearly.
b.
go out of your way to be friendly and humorous.
c.
maintain eye contact, offer compliments frequently, and avoid small talk.
d.
use first names to show that you are thoughtful and respect others.
e.
keep the conversation going to avoid any silences.
67. Which of the following is not a reason to value diversity?
a.
You are or will be sharing work with people from other cultures.
b.
Learning about other cultures helps avoid misunderstandings.
c.
You can benefit from the greater variety of viewpoints.
d.
Diversity provides a richer environment for solving problems.
e.
The U.S. population is less diverse now than ever before.
68. Which statement about gender issues in communication is correct?
a.
Women are more competitive than cooperative.
b.
Men tend to compliment coworkers’ work, whereas women tend to criticize it.
c.
Women are more domineering than men during meeting discussions.
d.
Women tend to emphasize politeness, whereas men tend to be directive in conversation.
e.
Men typically interrupt a speaker to support what that person is saying.
69. When communicating with a person who is disabled, you should
a.
be alert and sensitive because some disabilities are not visible.
b.
speak more slowly than usual and raise your voice for emphasis.
c.
make only the changes needed to comply with legal requirements.
d.
be attentive to addressing the individual’s needs before you are asked.
e.
clarify the nature of the disability so that you can respond appropriately.
70. ____ is the psychological term for avoiding individual responsibility in a group setting.
a.
Slacker
b.
Teamwork
c.
Consensus
d.
Social loafing
e.
Cyber stalking
71. Which of the following statement about group conflict is not true?
a.
Many leaders avoid it.
b.
It is necessary to help a group achieve consensus.
c.
It is most useful when about issues, not personalities.
d.
It doesn’t need to lead to hurt feelings.
e.
It may be a useful tool in avoiding groupthink.
72. Which of the following is not a potential benefit of commenting on a peer’s writing?
a.
It builds a sense of community within the team.
b.
It improves the writing of your peer.
c.
It allows you to practice grading others’ writing.
d.
It improves the quality of the document.
e.
It develops your ability to objectively evaluate your own writing.
73. Which of the following is not true of communication about ethnicity?
a.
Most of us represent the minority of some group we belong to.
b.
It’s best to refer to groups of people using the terms they prefer.
c.
The word “ethnic” is best reserved for minority groups.
d.
The terminology used to refer to groups is constantly evolving.
e.
Some Asian Americans prefer to be identified by their country of origin.
74. ____ language treats everyone equally, making no unwarranted assumptions about any group of
people.
a.
Unbiased
b.
Descriptive
c.
Judgmental
d.
Categorical
e.
Stereotypical
75. Which of the following is not a useful strategy for using inclusive, gender-neutral language?
a.
Avoid words and phrases that unnecessarily imply gender.
b.
Use job titles that don’t imply that a job is held by only men or only women.
c.
Prefer titles indicating marital status over those defining a professional achievement.
d.
Avoid he or his as generic pronouns.
e.
Use a gender-neutral salutation if you are unsure of a reader’s gender.
76. When communicating with people with disabilities, effective managers
a.
recognize that we are all “differently abled.”
b.
go beyond the legal accommodation requirements.
c.
offer help without being patronizing.
d.
create an inclusive workplace.
e.
all of the choices
77. When we use language that respects people’s dignity and highlights a person rather than his or her
disability, we say we are applying ____ language.
a.
situational
b.
redirective
c.
realism focused
d.
socially inclusive
e.
people-first
78. Which of the following is not a helpful strategy when providing constructive feedback?
a.
Avoid accusatory statements beginning with “you.”
b.
Avoid labels.
c.
Avoid speaking for absent, anonymous people.
d.
Avoid providing specific, recent examples.
e.
Avoid words like “lazy” and “irresponsible.”
79. Which of the following is a key ethical responsibility of all team members?
a.
Ensuring that no one is a social loafer.
b.
Taking primary responsibility for the success of the group effort.
c.
Creating a fun social atmosphere.
d.
Giving and receiving constructive feedback.