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Indicate whether the statement is true or false.
1. The use of examples and simple language are important in virtual meetings to optimize understanding in the absence of
facial expressions.
a. True
b. False
2. A method of group decision making where group members bargain and negotiate to reach a middle ground is known as
consensus.
a. True
b. False
3. Alexis is listening to her colleague and must judge and evaluate what he is saying. She is listening to decide whether
her colleague’s message is fact, fiction, or opinion. Sharon is engaging in discriminative listening.
a. True
b. False
4. When developing a meeting agenda, it is important to lengthen the list of topics so that participants will see that the
meeting is important.
a. True
b. False
5. Soft skills such as listening, writing, and speaking are most likely to determine hiring and career success.
a. True
b. False
6. Maria, a banking executive, gives a job candidate a detailed interview and a walking tour of the facility. By sharing her
time in this way, she is sending a positive nonverbal message.
a. True
b. False
7. Rather than focusing on formal rules of behavior, business etiquette is more about attitude, which includes showing
consideration, courtesy, and respect.
a. True
b. False
8. Jessica’s team is experiencing considerable conflict and tension as they get used to working with one another. They are
most likely in the forming phase of team development.
a. True
b. False
9. Minimizing speakerphone use and avoiding the use of heavy perfumes or colognes are examples of respecting
coworkers’ space.
a. True
b. False
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10. As meeting leader, Benjamin should always begin on time, even if some participants have not yet arrived.
a. True
b. False
11. Virtual meetings are an effective tool for training new employees.
a. True
b. False
12. To avoid collaborative overload, most models of future organizations include individuals—not teams—functioning as
the primary performance units.
a. True
b. False
13. When following the six-step pattern for dealing with conflict, the first thing you should do is to look for common
ground.
a. True
b. False
14. A meeting is not an effective choice of communication tool if your sole purpose is to share information.
a. True
b. False
15. The appearance of a business report, memo, or e-mail can send nonverbal messages to the reader.
a. True
b. False
16. Most of us listen at about 75 percent efficiency.
a. True
b. False
17. Generally, teams are able to make better decisions than individuals.
a. True
b. False
18. An effective meeting agenda should not include a proposed allotment of time for each topic because it can limit the
discussion and therefore productivity.
a. True
b. False
19. Diversity is an important component of successful teams.
a. True
b. False
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20. During a group discussion, we are more likely to retain more information as listeners.
a. True
b. False
21. When determining what to wear to an interview, it is acceptable to call ahead and ask the interviewer or receptionist
what is appropriate for that organization.
a. True
b. False
22. Teams should strive for groupthink so that they can make decisions more quickly.
a. True
b. False
23. The final stage of team development is norming.
a. True
b. False
24. Eye contact, facial expressions, body movements, space, time, distance, and appearance are all examples of nonverbal
communication.
a. True
b. False
25. Asking close-ended questions can help you identify key factors in a discussion.
a. True
b. False
26. When verbal and nonverbal messages conflict, the audience is likely to place more emphasis and credibility on the
verbal aspect (the words spoken).
a. True
b. False
27. Directly confronting team conflict can be effective as long as it is task oriented.
a. True
b. False
28. Awareness of gender differences can help you become a more sensitive and knowledgeable listener.
a. True
b. False
29. Eye contact has the same in meaning in all cultures.
a. True
b. False
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30. Oral and written communication skills, listening proficiency, nonverbal behavior, and etiquette expertise are all
examples of soft skills.
a. True
b. False
Indicate the answer choice that best completes the statement or answers the question.
31. Did the manager show you the proposed office renovation plan? is an example of a(n) ________ question.
a. open-ended
b. close-ended
c. leading
d. clarifying
32. Malcolm is part of a team developing a new smartphone app to track traffic patterns. Because team members are
located throughout the country, they don’t meet in person. Instead, they use communication technology to collaborate on
the project. Because members use technology to stay connected, Malcolm is part of a _______.
a. departmental team
b. cross-functional team
c. virtual team
d. self-directed team
33. Building trust and interest by logging in early and greeting others as they join in is a good way for meeting facilitators
to do which of the following?
a. Establish ground rules for the meeting
b. Manage turn-taking
c. Limit the number of meeting participants
d. Humanize virtual meetings
34. Select the most accurate statement about eye contact.
a. Communicators consider the eyes to be the most accurate predictor of a speaker’s true feelings and attitudes.
b. Nonverbal cues, including eye contact, have identical meanings in most cultures.
c. Sustained eye contact signifies fear or stress.
d. Eye contact cannot be learned; it’s an innate trait.
35. Riley is a customer service representative and has just gone through training to improve his listening skills. Which of
the following skills was he most likely taught that will make him a better listener?
a. Mentally criticize grammar, voice, tone, and speaking style to get a better sense of what the customer is like.
b. Tune out what the customer is saying if you already know the answer..
c. Remain silent for a few seconds after a customer finishes to be sure the thought is completed.
d. Because listening is automatic, divide your attention among two or more tasks to be more productive.
36. Khalida is responsible for planning a virtual meeting with participants on three different continents. Prior to the
meeting, she should make sure the technology being used is accessible to all participants, distribute materials that will be
discussed, and ________.
a. determine the time of day most convenient for her
b. determine whether any participants may need coaching on the technology
c. encourage participants to log in two to three minutes before the meeting time
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d. set the meeting time for her geographic time zone
37. Morgan has just been appointed to a task force and wants to be an effective team member. Which of the following
should she do?
a. Ignore members who are being silent to show respect for them.
b. Discuss her personal achievements in great detail to establish her credibility.
c. Share her ideas with other team members, even if they might not be adopted.
d. Bring a list of ground rules she has established to the first meeting.
38. A team of top-level executives is rewriting the company’s bylaws. Because this decision will have far-reaching and
long-term effects, members want to have the most creative, high-quality discussion possible. What group decision-making
method should they use?
a. Majority
b. Consensus
c. Authority rule with discussion
d. Averaging
39. You decide to arrange chairs informally in a circle for a meeting you are facilitating. What nonverbal message are you
hoping to send to the meeting participants?
a. That you are encouraging an open, egalitarian exchange of ideas
b. That you prefer to be separated from others
c. That you are trying to limit discussion
d. That people will be working in pairs during the meeting
40. In office conversations, which of the following topics is wise to avoid?
a. Your salary or personal finances
b. Problems with your health
c. Your personal relationships
d. All of the above
41. Experts say that we ignore, forget, distort, or misunderstand _______ of everything we hear.
a. less than 10 percent
b. 25 to 50 percent
c. 50 to 75 percent
d. over 75 percent
42. Marco has been appointed team leader of a committee that will develop a new process for submitting expense claims.
He wants to ensure that his team avoids groupthink. What should he do?
a. Choose team members with similar backgrounds.
b. Develop systematic procedures for the team to follow.
c. Demand that his team make decisions quickly.
d. Make sure his team knows what outcomes he favors.
43. Alfonso has been invited to attend his first sales meeting and wants to be an active and productive member from the
very beginning. Which of the following should he do to make a good impression?
a. Keep his smartphone on so that he doesn’t miss an important call during the meeting.
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b. Come prepared to the meeting by doing any preliminary work required.
c. Keep his comments and questions limited to his own personal sales numbers.
d. Wait to share his views after the meeting so that the meeting can move along efficiently.
44. Which of the following is not a form of nonverbal communication?
a. The appearance of a business document
b. Showing up late for a job interview
c. The adjectives used in a sales letter
d. Raising one’s voice when angry or frustrated
45. Positive nonverbal messages include all but which of the following?
a. Expressing warmth with frequent smiles
b. Producing careful, neat, professional, well-organized messages
c. Responding rapidly even though the message may have a few errors
d. Conveying self-confidence with erect posture
46. Frederick manages the Human Resources Department for his company. The due dates for payroll reports will be
changing slightly, and he needs to communicate this information to all company managers. Allan should _______.
a. send an e-mail or text message to inform the management staff
b. prepare an agenda and call a meeting
c. consult key people to help him decide whether to call a meeting
d. use the grapevine to convey the message
47. A task force charged with reducing overhead costs meets to define their roles and responsibilities and develop ways to
reach the group’s goals. Tension is fairly high among group members. The team is in the _______ phase of team
development.
a. forming
b. storming
c. norming
d. performing
48. Katelyn is in charge of a department meeting, and two of her colleagues are in conflict about a specific issue. What
should Katelyn do?
a. Make both employees leave the meeting until they can calm down.
b. Send both employees to counseling.
c. Encourage each to make a complete case while group members give their full attention.
d. Have both employees move to a corner so that the rest can continue the meeting.
49. The physical zones of privacy in which we feel comfortable with others relate to which external element of the
communication process?
a. Time
b. Space
c. Territory
d. Appearance
50. People trained in listening to customers ______.
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a. give few, if any, verbal responses
b. interrupt frequently to share their knowledge
c. try to understand the nuances of meanings plus the facts
d. focus primarily on facts and specific bits of information
51. One potential downside of teamwork is the possibility of _______ resulting from constant interaction, which can
inflate workloads and cause employees to fall behind.
a. close-ended discussions
b. groupthink
c. matrixed teams
d. collaborative overload
52. Typical ground rules for meetings include communicating openly, being supportive, listening carefully, participating
fully, following the agenda, and ________.
a. limiting the number of questions each person will ask
b. confronting conflict frankly
c. allowing cell phone use for multitasking
d. inviting guests from other departments
53. Dean’s supervisor is providing detailed information about how to proceed with a new project. To retain the most
information and show his seriousness about understanding the task, Dean should _______.
a. interrupt at each point that he has a question
b. share his own ideas for a better approach to the project
c. ask the supervisor to follow up with an e-mail repeating the information
d. take selective notes during the conversation
54. Which of the following statements about time and space is the most accurate?
a. Arriving late to a meeting shows that you are an important, busy person.
b. Punctuality is valued and respected all over the world.
c. How we structure and use time tells observers about our personality and attitudes.
d. Generally, the more formal the arrangement of furniture in an office or meeting room, the more open the
communication environment.
55. What is the most accurate statement about workplace teams?
a. Team members are less resistant to change if they are part of the decision making.
b. Decisions reached by teams usually get less buy-in than decisions reached individually.
c. Effective teams often take longer to solve problems.
d. Team members experience greater individual risk.
56. Sincerely striving to understand others’ viewpoints, also known as _______ listening, is the most effective form of
listening.
a. critical
b. discriminative
c. empathetic
d. inquisitive
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57. Select the most accurate statement about meetings.
a. Most people regard meetings as favorable and productive.
b. Meetings should be viewed as opportunities to demonstrate leadership, communication, and problem-solving
skills.
c. Employees at the management level generally attend fewer meetings than workers at lower levels in an
organization.
d. Meetings are an excellent way to communicate information that does not require immediate feedback.
58. During a meeting Matthew and Jennifer get into an argument about how to prepare a proposal. What is the first step
they should take to try to resolve this conflict?
a. Look for common ground.
b. Understand the other’s point of view.
c. Listen carefully to make sure they understand the problem.
d. Show concern for the relationship.
59. Which of the following statements about listening is most accurate?
a. Listening is a hard skill that can determine hiring and career success.
b. Three quarters of high-quality communication involves listening.
c. Everyone knows how to listen because listening is an automatic response to noise.
d. Listening skills become less important as one moves up the career ladder.
60. An interview committee must decide which interviewee to hire as the company’s new project manager. Committee
members have decided to vote and then hire the candidate receiving the most votes. What method for reaching group
decisions is this team using?
a. Majority
b. Consensus
c. Authority rule with discussion
d. Averaging
61. To foster team collaboration rather than competition, members should have a genuine interest in achieving team goals
rather than individual recognition, contribute ideas and feedback unselfishly, and ________.
a. evaluate each individual team member’s contributions on a weekly or monthly basis
b. monitor team progress, including both what’s going right and what’s going wrong
c. leave ground rules undefined to allow for flexibility
d. rotate the role of team leader
62. Etiquette expertise, effective nonverbal messages, and oral communication skills are all examples of _______.
a. soft skills
b. hard skills
c. workplace challenges
d. skill gaps
63. Peter was just hired as an accounting assistant and wants to make a good impression in his new position. What should
he do when listening to his supervisor?
a. Don’t ask questions because doing so may make him look ignorant.
b. Show his interest by leaning forward and striving for good eye contact.
c. Answer his cell phone if it rings to show that he is an effective multitasker.
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d. Rely on his memory for the details rather than take notes to show how sharp he is.
64. Which is the most accurate statement about nonverbal communication?
a. All nonverbal communication is unintentional.
b. Nonverbal communication refers only to body language.
c. A nonverbal message is always accompanied by spoken words.
d. Nonverbal messages in some situations speak louder than the words spoken.
65. The most effective groups and teams have members who are willing to _______.
a. establish rules and abide by those rules
b. do everything necessary to avoid conflict
c. keep their opinions to themselves
d. let the group leader make the decisions
66. Which of the following zones of personal interaction suggests a distance of 1 1/2 to 4 feet when interacting with
coworkers?
a. Intimate zone
b. Personal zone
c. Social zone
d. Public zone
67. Which of the following statements about meeting agendas is most accurate?
a. An agenda of meeting topics should be distributed at least ten days before the meeting.
b. An agenda should include as many items as necessary to accomplish your purpose.
c. An agenda should not include an allotment of time for each agenda item because doing so can make a meeting too
regimented.
d. An agenda should include any premeeting preparation expected of participants.
68. Effective teams avoid groupthink by striving for team diversity, encouraging open discussion, and ________.
a. avoiding discussions about implementation
b. not demanding a quick decision
c. forming teams largely of older employees
d. collecting and evaluating only information that supports their opinions
69. Which of the following has resulted from the prominence of virtual teams?
a. The amount of face-to-face contact has increased.
b. Work is increasingly viewed as what you do rather than a place you go.
c. Workplace diversity has decreased.
d. Workers have to spend more time at the office.
70. To operate ethically, teams should represent the organization’s view, respect its privileged information, and ________.
a. avoid advocating actions that would negatively affect members of society
b. keep company profit and revenue as their primary focus
c. discuss opinions and problems outside of formal team meetings
d. limit team size to five or fewer members
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71. Lindsay is planning a meeting to develop a new procedure for handling employee grievances. How many participants
should she invite?
a. At least one representing each of the company’s 16 departments
b. All employees so that no one feels excluded
c. Five or fewer
d. Ten or fewer
72. Michela will be taking charge of her first virtual meeting. What should she do to make sure all participants are
collaborating successfully during the meeting?
a. Use complex language to get her points across.
b. Project an upbeat, enthusiastic, strong voice.
c. Do most of the talking to reduce confusion.
d. Ask leading questions such as “Does everyone agree?” to keep the meeting moving along.
73. When a speaker’s nonverbal cues contradict the verbal message, responding with statements like I’m not sure I
understand or Please tell me more about … are ways to _______.
a. express disapproval
b. reduce conflict
c. probe for more information
d. take control of the conversation
74. Which of the following is the most accurate statement about your workplace appearance and attire?
a. When building your workplace wardrobe, buy as many outfits as possible.
b. Casual dress policies have led to reduced productivity and lax behavior in some workplaces.
c. If you’re competent, it doesn’t matter what you wear.
d. To make yourself stand out in the workplace, wear flashy garments and clunky jewelry.
75. Richard is attending an important board meeting with his colleagues to discuss future plans for the company. Many
ideas are being presented, and Richard is carefully judging and evaluating what he is hearing. He is also listening to
decide whether the speaker’s message is fact, fiction, or opinion. Richard is engaging in _______.
a. discriminative listening
b. critical listening
c. lag time
d. supportive listening
76. Renzo uses his computer to access an online meeting room where he takes part in meetings with his department
members. In this meeting room, participants are able to present PowerPoint slides and Word documents, share
spreadsheets, demonstrate products, visit Web pages, and use a white board. Renzo and his colleagues are using what type
of collaboration technology?
a. Audioconferencing
b. Web conferencing
c. Instant messaging
d. Blogging
77. For an upcoming team progress meeting, Sarah wants to optimize discussion by asking open-ended questions. Which
of the following is an example of such a question?
a. Will one additional meeting be sufficient to resolve the remaining few issues?
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b. Are we ready to have the marketing team review our progress so far?
c. What are some steps we can take to ensure our continued success on the project?
d. Is Tuesday or Thursday best for our next meeting?
78. Which of the following is a typical ground rule for virtual meetings?
a. Providing a detailed agenda
b. Limiting the meeting participant list
c. Asking participants not to multitask during the meeting
d. Ending the meeting with a recap of action items
79. Which of the following is an example of a so-called “soft” skill?
a. Working well as part of a team
b. Knowing how to prepare financial statements
c. Having experience using various software packages
d. Being able to analyze marketing data
80. Businesses form teams because teams make better decisions, respond faster, and _______.
a. demonstrate increased productivity
b. are proficient in using technology
c. are able to avoid conflict
d. are used extensively in every culture
81. Can you please explain more about …? is an example of a(n) ________ question.
a. judgmental
b. close-ended
c. clarifying
d. conversational
82. Which of the following statements most closely reflects an attitude of etiquette?
a. People must treat others nicely in order to keep their jobs.
b. Most people don’t mind rudeness or poor manners because they know that work is demanding.
c. A list of rules of etiquette posted in a workplace would be offensive to most people.
d. Most of us like to work in a pleasant environment where people feel comfortable and valued.
83. Brent will be leading a committee meeting and wants to make sure it is effective and efficient. What should Brent do
to get the meeting started?
a. Wait until all participants arrive before beginning the meeting.
b. Give a quick recap to anyone who arrives late.
c. Go over ground rules at the beginning of the meeting.
d. Limit each topic to five minutes.
84. Which of the following statements about conflict is most accurate?
a. Conflict is a normal part of every workplace and every team.
b. Even when managed properly, conflict decreases group cohesiveness and increases tensions.
c. Conflict should be avoided because it destroys morale and reduces productivity.
d. When team conflict arises, it should be ignored rather than confronted.