Chapter 8

According to the Tuckman Teamwork Model, during which stage are the team members on their "best behavior" and trying to avoid conflict? -forming -storming -norming -performing

forming

Which is correct about leadership? -If a team has a poor leader, the team will not be successful, and members of the team will be more focused on individual rather than team goals. -Effective team leaders tell the team what to do and how to do it and do not waste time seeking input from the team. -An effective leader enables the team to achieve its full potential by removing obstacles and by sharing leadership responsibilities as needed. -All of the above.

An effective leader enables the team to achieve its full potential by removing obstacles and by sharing leadership responsibilities as needed

On a team, the challenger is task-oriented and does everything possible to provide the team with the skills, knowledge, and information needed to achieve its goals.

False

Effective communication requires that team members are not only willing to talk but are also willing to listen.

True

The average number of contacts refers to the average number of email messages that must go back and forth to resolve an incident.

False

You should not delay resolving a conflict, even if the other person is highly upset or angry.

False

Which is true about teams? -Being a team player means going along with the crowd. -Each of the team player styles discussed in this chapter serves a purpose and stands out in different times during the stages of a team's growth. -Most people have one team player style that predominates and are not capable of exhibiting any of the other team player styles. -Both B and C.

Each of the team player styles discussed in this chapter serves a purpose and stands out in different times during the stages of a team's growth

____ includes the ability to recognize and manage one's emotions and the emotions of others, motivate oneself and restrain impulses, and effectively handle interpersonal relationships. -Emotional intelligence -Common sense -Right-brained intelligence -Personality intelligence

Emotional intelligence

A service desk's mission statement is a written statement indicating the customers that the service desk serves, the types of services the service desk provides, and how the service desk delivers those services.

True

Service desk analysts are accountable to the members of their team and to the "greater team" that constitutes the customer service value chain within their company and which includes external suppliers.

True

To perform at maximum efficiency and effectiveness, a team must have a clear sense of purpose; a team leader cannot expect a team to follow blindly.

True

During the performing stage of a team, who will encourage the team to stay focused on its goals, and, when needed, revisit its goals in an effort to continuously improve? -a collaborator -a communicator -a challenger -a contributor

a collaborator

What is DevOps? -A cultural and professional movement that emphasizes communication, collaboration, and integration between software developers and IT operations professionals. -Ensuring that technical and application management teams work together to adhere to the agile development processes used by the programmers. -Forming the operations teams to integrate with the service desk so that software releases can be developed, tested, and deployed faster. -Ensuring that the early life support (ELS) stage of the service lifecycle does not end until both the development and operations groups agree that the service is ready for operation.

A cultural and professional movement that emphasizes communication, collaboration, and integration between software developers and IT operations professionals

Which is true about conflict? -Conflict can arise as a result of the stress that is inherent in a service desk setting. -The best way to handle conflict is to focus on the varying personalities of your teammates. -Conflict is a normal part of human interaction and when approached positively, can produce creative and innovative results. -Both A and C.

Both A and C

Asking for help from teammates is a sign of incompetence and should be avoided.

False

Customers form opinions of the entire company or department based on their interactions with the service desk.

True

One way to be a team player is to recognize your teammates' achievements.

True

Which is a reason that technical support lends itself to a team setting? -The sheer number of available products. -The need for business knowledge. -The need to use resources efficiently and effectively. -All of the above.

All of the above

Which is true about feedback? -Employees must provide feedback to other employees. -Employees must provide feedback to supervisors and team leaders. -Supervisors must provide feedback to employees. -All of the above.

All of the above

A ____ team is a group of people who work across time, space, and organizational boundaries. -virtual -cyber -follow-the-sun -remote

virtual