44) ________ is defined as reciprocal faith in others’ intentions and behaviors.
A) Cooperation
B) Cohesiveness
C) Trust
D) Unity
E) Fairness
45) Trust is based on ________, which in turn is based on past acts of integrity and follow-through
on promises.
A) cooperation
B) credibility
C) unity
D) honesty
E) cohesiveness
46) Based on expectations of the team, of the organization, and of themselves, what do the
members of the team often develop?
A) resources
B) norms
C) groupthink
D) roles
E) social fit
47) A(n) ________ role is behavior that concentrates on getting the team’s work done. For
example, one team member’s role may be to generate daily sales information at the end of each
working day.
A) maintenance
B) performance
C) administrative
D) production
E) task
48) Javier points out during the meeting that the group has fallen a half hour behind schedule
according to the agenda and should get back to the important work at hand. He is performing a
________ role.
A) relational
B) production
C) maintenance
D) social
E) task
49) Someone at a team meeting who says, “Let’s hear from those who oppose this plan,” is
performing a ________ role.
A) task
B) social
C) coordinator
D) reorientation
E) maintenance
50) Tension was apparent as the management team discussed changes to promotion requirements.
But then Colby made a joke about Jesse’s white-knuckled grip on his pen, and the laughter seemed
to lighten the mood. Colby was acting in a ________ role.
A) relational
B) task
C) production
D) social
E) maintenance
51) Why would a group or team NOT typically enforce norms?
A) There is a no need to clarify role expectations.
B) They don’t want to help the group survive.
C) There is a need to create a written document of guidelines for new employees.
D) They do not see a reason to emphasize the group’s important values.
E) There is no need to help individuals avoid embarrassing situations.
52) The Nordstrom department store chain emphasizes the great lengths to which it goes in
customer service. In fact, when it moves into a mall, all the other stores have to improve their own
models of customer service. How is Nordstrom using norms?
A) to clarify role expectations
B) to emphasize the organization’s important values and identity
C) to create cohesiveness
D) to help the group survive
E) to help individuals avoid embarrassing situations
53) Dysfunctional conflict is sometimes called ________ conflict.
A) apathetic
B) irregular
C) destructive
D) aggressive
E) negative
54) Which of the following is NOT characteristic of workgroups with excessive conflict?
A) dissatisfaction
B) indecision
C) political infighting
D) lack of teamwork
E) creativity
55) Which of the following is a manifestation of excessive conflict in the workplace?
A) apathy
B) violence and workplace aggression
C) missed deadlines
D) indecision
E) lack of creativity
56) Workplace performance is maximized when conflict
A) is at a moderate level.
B) is at a very low level.
C) is absent.
D) is at a high level.
E) occurs only at nonmanagerial levels.
57) ________ conflict is defined as interpersonal opposition based on personal dislike,
disagreement, or differing styles. For example, Bailey and Tai, who both work as salespeople at a
local boutique, may simply not like each other.
A) Competitive
B) Personality
C) Dysfunctional
D) Communication
E) Programmed
58) Which of the following is a source of intergroup conflict in the workplace?
A) excessive communication
B) inconsistent goals or reward systems
C) too many resources
D) lack of diversity
E) strict job boundaries
59) Bruce, whose primary job is supervising a small production group, is not getting cooperation
from all members on the cross-functional team he leads. In particular, Keylani, a senior marketing
manager, seems to resist his direction and tries to influence team members to go in another
direction. The source of conflict in this case may be
A) status differences.
B) a personality clash.
C) communication failure.
D) time pressure.
E) ambiguous jurisdictions.
60) ________ is ordering an outcome, when a manager relies on his or her formal authority and
power to resolve a conflict, but the needs of the other party are largely ignored.
A) Accommodating
B) Compromising
C) Problem solving
D) Forcing
E) Avoiding
61) ________ is the conflict-handling style in which a person neglects his or her own concerns and
allows the concerns of another to prevail.
A) Forcing
B) Avoiding
C) Accommodating
D) Collaborating
E) Compromising
62) When issues causing conflict are trivial and cooling off would be helpful, what is the best way
for handling the situation?
A) use avoiding
B) use forcing
C) use accommodation
D) use collaboration
E) use compromise
63) Grace missed another deadline and her boss, Louisa, is very upset. She will have to explain to
the client again why the project is behind. Louisa thinks she may say something she’ll regret if she
talks to Grace about this now, so she decides to wait a while. Louisa is using the ________
conflict-handling style.
A) forcing
B) collaborating
C) compromising
D) avoiding
E) accommodating
64) Brad proposed the purchase of a new Toshiba copier to his boss, Chin. Chin said that he has
always used and liked Xerox copiers, but when he thinks about it later, he realizes he does not
really feel strongly about the brand of copy machine used in the office. Chin should probably adopt
a(n) ________ conflict-handling style when trying to resolve this matter with Brad.
A) avoiding
B) accommodating
C) compromising
D) forcing
E) collaborating
65) Ricky told his team that he is moving forward with a change to the bonus structure, despite
vocal objections from several team members. Ricky is using the ________ conflict-handling style.
A) avoiding
B) collaborating
C) compromising
D) accommodating
E) dominating
66) ________ is the conflict-handling style in which both parties give up something to gain
something.
A) Avoiding
B) Forcing
C) Accommodating
D) Collaborating
E) Compromising
67) In which of the following conditions should constructive conflict be stimulated?
A) Managers want to achieve work objectives.
B) The group seems to be afflicted with inertia and apathy.
C) The group is adapting to change.
D) Managers are in charge of self-managed teams.
E) There is a lot of internal competition.
68) ________ is designed to elicit different opinions without inciting people’s personal feelings.
A) Groupthink
B) Storming
C) Social loafing
D) Programmed conflict
E) Dysfunctional conflict
69) Roseanna asked Henry, one of her team members, to purposefully think of and voice criticisms
as the group discussed a popular idea to open a branch office in another state. This is an example of
the use of
A) groupthink.
B) devil’s advocacy.
C) the dialectic method.
D) storming.
E) dysfunctional conflict.
70) ________ is the process of having two people or groups play opposing roles in a debate to
better understand a proposal.
A) The dialectic method
B) Positive conflict
C) Devil’s advocacy
D) Groupthink
E) Storming
71) When Men’s Wearhouse fired a salesperson who wasn’t sharing walk-in customer traffic, and
total clothing sales volume among all salespeople increased significantly, the company
A) reduced destructive internal competition.
B) increased productivity.
C) increased speed.
D) reduced costs.
E) improved quality.
72) When Cisco Systems told executives they would gain or lose 30 percent of their bonuses based
on how well they worked with peers, and in three years had record profits, the company
A) reduced destructive internal competition.
B) increased productivity.
C) increased speed.
D) reduced costs.
E) improved workplace cohesiveness.
73) What is the difference between a group and a team?
A) A team is a collection of people, and a group is a powerful unit of collective performance.
B) A group is a collection of people, and a team is a powerful unit of collective performance.
C) A group can also be considered an organization, whereas a team cannot.
D) Teams share norms, but groups don’t.
E) A group does not necessarily have a shared goal, and teams always have a shared goal.
74) Which of the following is NOT a characteristic of teamwork?
A) a career readiness competency desired by employers
B) the ability to work effectively with diverse people
C) the ability to build collaborative relationships with people
D) management of personal conflict
E) work within a structure
75) Which type of group can be highly productive?
A) a service club
B) a committee
C) a department
D) a division
E) a work group
76) Which teams are usually permanent?
A) project teams
B) cross-functional teams
C) work teams
D) self-managed teams
E) virtual teams
77) Which type of team is expected to foster increased productivity and employee quality of life?
A) project teams
B) cross-functional teams
C) work teams
D) self-managed teams
E) virtual teams