Business Comm Chapter 2

Using unbiased and neutral language helps to promote fairness and makes no assumptions about any group of people.

true

Although body language varies from culture to culture, the implications of key signals such as direct eye contact are universally understood.

false

Avoiding conflict in groups is essential to preserving harmony and successfully completing projects.

false

The word "ethnic" primarily applies to people of color.

false

If you are writing to someone and you do not know their gender, you should use a salutation that (A) includes "Mr. or Mrs." (B) assumes they are male. (C) is gender neutral. (D) assumes they are female. (E) assumes an honorific title such as "Sir."

is gender neutral.

A consensus occurs when all team members can support a particular course of action.

true

Groupthink results when a team's cohesiveness suppresses the free flow of ideas.

true

It is best to assume the role of reader when providing feedback on a coworker's document.

true

More than women, men use communication primarily to show their expertise and preserve their status.

true

Someone from another culture may misunderstand your friendly intentions if you repeatedly reach out to touch him or her during a conversation.

true

Studies suggest that, in general, women speak differently to other women than they do to men

true

When communicating with someone from a minority group, use the identifying terminology that the group or individual prefers.

true

When different team members contribute to a report, have each writer review the entire draft.

true

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."

Avoid providing specific, recent examples.

Because individuals don't waste time interacting with others, they can usually accomplish more work alone than in teams.

false

Businesspeople in all cultures attach the same negative connotations to tardiness.

false

"Saving face" is more typically a concern of group-oriented, rather than individualist, cultures.

true

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.

The word "ethnic" is best reserved for minority groups.

Which of the following statements is not generally true of wikis? (A) They can incorporate links, video, message boards, and other web features. (B) They can lead to fewer meetings. (C) They can allow team members to work together to edit a document as it develops. (D) They can delete knowledge so that it gets lost when core team members leave. (E) They can help manage the flow of information.

They can delete knowledge so that it gets lost when core team members leave.

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.

You should provide positive and negative feedback.

Which of the following is not a variable of group communication? (A) consensus (B) conflict (C) creativity (D) conformity

creativity

Whether you are offering a compliment or a complaint, you should use more you statements than I statements in communicating with team members.

false

Appreciating diversity among people is known as (A) multiculturalism. (B) ethnocentrism. (C) individualism. (D) internationalism. (E) relativism.

multiculturalism.

Changes in the ethnic composition of the U.S. population will profoundly affect the way you conduct business and communicate with others.

true

If you are striving to use gender-neutral language, always call a woman by her professional title.

true

Groups should discourage debate about work issues because this prevents cohesive decisions from being implemented on time.

false

How people behave in social settings is less culture-dependent than how they behave in work groups.

false

In most countries, strong, consistent eye contact is considered a sign of confidence.

false

In order to be accommodating to older workers, it's best to assume that they might need help with advanced technologies.

false

Men and women typically use communication for the same purposes and in the same style.

false

The spread of English as a universal language for business has made intercultural understanding less important for managers.

false

To build a level of trust and ease, team members refrain from engaging in small talk at their initial meeting.

false

Uncertainty avoidance is more important in the United States than it is in Japan or Italy.

false

Using humor during business meetings with international contacts is effective at setting everyone at ease.

false

Using labels such as unreliable when giving feedback in meetings focuses members' attention on why certain behaviors are problematic.

false

When doing business internationally, managers from the United States should avoid long silences, which often signal discomfort.

false

When giving negative feedback on a peer's writing, emphasize the writer's role in creating the text, rather than the text itself.

false

When identifying performance problems, one should try to assign responsibility to a particular member instead of to the entire group.

false

When traveling abroad to conduct business, Americans should display an attitude of ethnocentrism.

false

When writing in a team, your first order of business is to divide tasks among the members.

false

When you use slang or jargon in conversation with businesspeople from other cultures, you should speak extremely slowly and avoid confusing specifics.

false

Wikis are likely to reduce the need for in-person team meetings, although they usually result in increased email for participants.

false

Wikis reduce errors in team documents by restricting editing access to one person designated as the proofreader.

false

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) Are always personal and disruptive. (E) It may be a useful tool in avoiding groupthink.

Are always personal and disruptive.

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.

Personality conflicts can damage a team's effectiveness.

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.

Prefer titles indicating marital status over those defining a professional achievement.

____ is the psychological term for avoiding individual responsibility in a group setting. (A) Slacker (B) Teamwork (C) Consensus (D) Social loafing (E) Cyber stalking

Social loafing

Which of the following is not good advice for communicating clearly in other cultures? (A) Stay away from specific examples. (B) Avoid jargon and slang. (C) Encourage questions. (D) Use a variety of media. (E) Use humor sparingly.

Stay away from specific examples.

____ language treats everyone equally, making no unwarranted assumptions about any group of people. (A) Unbiased (B) Descriptive (C) Judgmental (D) Categorical (E) Stereotypical

Unbiased

Which of the following is not a preferred strategy for avoiding gender-biased language? (A) Use "his or her" consistently throughout. (B) Use plural nouns and pronouns. (C) Use second-person pronouns. (D) Follow a woman's preference in being addressed as Miss, Mrs., or Ms. (E) Revise the sentence to avoid the masculine pronoun.

Use "his or her" consistently throughout.

Healthy conflict in groups focuses on personality differences.

false

In a team setting, a(n) ____ is a person designated as the single cause of complex team problems. (A) slacker (B) follower (C) nexus (D) scapegoat (E) instigator

scapegoat

A person's biological sex may be different from what we can see.

true

Which of the following is not a useful step in a team writing project? (A) Identify Project Requirements (B) Clarify the Team Mission Statement (C) Create a Project Plan (D) Revise the Writing (E) Finalize the Project

Clarify the Team Mission Statement

____ is the result of reaching a decision that best reflects the thinking of all team members. (A) Conformity (B) Consensus (C) Groupthink (D) Consequence (E) Conflict

Consensus

Which of the following is not a key question to consider when improving inclusiveness at your workplace? (A) Do invisible barriers prevent people from getting promoted? (B) Do all employees feel welcomed at work? (C) Does everyone have the chance to contribute fully to the organization? (D) Does everyone feel comfortable advancing ideas in meetings? (E) Do hiring practices meet the minimum standards in the law?

Do hiring practices meet the minimum standards in the law?

Which of the following statements is not true of wikis? (A) Wikis may improve team communication. (B) Even simple wikis require a small financial investment. (C) Wikis typically include interactive tools. (D) Because they allow users to contribute regardless of knowledge, wikis level the playing field. (E) Wikis are websites that help teams collaborate.

Even simple wikis require a small financial investment.

____ is a trait that emphasizes social rules, rank, and tradition. (A) Uncertainty avoidance (B) Materialism (C) Formality (D) Collectivism (E) Context sensitivity

Formality

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. (E) Contributing work that is good enough to be acclaimed by other members.

Giving and receiving constructive feedback.

Which of the following is an example of preferred wording for commenting on peer writing? (A) I don't like this. (B) You really need to make this part clearer. (C) I was confused by this paragraph. (D) Have you thought about using the spell-check feature? (E) Take a grammar class and then edit this document again.

I was confused by this paragraph.

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.

It allows you to practice grading others' writing.

Which of the following statements is not generally true of working in teams? (A) Teams larger than seven people may lose cohesion. (B) Teams are often more creative and accomplish more work than individuals working alone. (C) Teamwork induces people to contribute equally. (D) Effective leaders work well as part of a team and can resolve conflicts. (E) Interpersonal conflicts can doom a team's functioning.

Teamwork induces people to contribute equally.

Which of the following statements about inclusive language is not true? (A) What we call ourselves is important. (B) Every person within an ethnic group has individual characteristics as well. (C) It's best to refer to other groups using the terms they themselves prefer. (D) Terminology used to refer to groups remains largely static. (E) In most cases, someone's marital status, age, ethnicity, or disability is not relevant and thus should not be noted.

Terminology used to refer to groups remains largely static.

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.

The U.S. population is less diverse now than ever before.

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.

Use a data-dump to cover all research gathered.

Newly formed teams should spend time discussing how they will operate, addressing all of the following questions except: (A) What if someone misses a deliverable or team meeting? What are the consequences? (B) What should we do if someone needs help completing a task? (C) How should we handle conflict? (D) Which decisions will be most important for the team and how should the team make those decisions? (E) What should the final product look like?

What should the final product look like?

Which of the following phrases is an example of effective feedback? (A) When your slides were two hours late, I was concerned that we might not make our team deadline. (B) No offense, but let's face it: you've been unprofessional. (C) As a result of your late work, a lot of people in this company don't want to work with you anymore. (D) You are always a step behind everyone else. (E) I had to ask myself: what were you thinking?

When your slides were two hours late, I was concerned that we might not make our team deadline.

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.

Women tend to emphasize politeness, whereas men tend to be directive in conversation.

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.

You can convey key points more effectively by mentioning concrete examples.

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

all of the choices

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.

an overemphasis on unity that stifles information flow.

The concept of "saving face" means (A) retaining control of a situation. (B) assigning appropriate blame or fault-finding. (C) preventing future problems. (D) avoiding public shame or embarrassment. (E) recognizing subtle signs of hostility.

avoiding public shame or embarrassment.

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.

be alert and sensitive because some disabilities are not visible.

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.

belief in the superiority of one's own culture.

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.

engage in small talk and socialize before discussing business.

A team with a lack of independent thought may be experiencing ____. (A) groupthink (B) incohesiveness (C) consensus (D) conflict aversion (E) majority-itis

groupthink

Which of the following is not a cultural value ascribed to the United States? (A) high individualism (B) low power distance (C) low time orientation (D) low formality (E) low uncertainty avoidance

low time orientation

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.

maintain formality, show respect, and speak clearly

A common problem of team writing is (A) sloppy format. (B) lack of organization. (C) multiple voices. (D) lack of detail. (E) excessive informality.

multiple voices.

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.

not consistent from culture to culture.

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

people-first

When a large multinational company adapts its consumer website to different cultures around the world, it may create all of the following except: (A) direct and overt sentences, for low-context countries. (B) emphasis on family and relationships, for collectivist countries. (C) features promoting the products themselves, for individualist countries. (D) pictures of people interacting, for high power-distance countries. (E) explicit navigational cues, for low-context countries.

pictures of people interacting, for high power-distance countries.

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.

respect the ideas of others.

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

seven

In the United States and Canada, most business exchanges occur at a distance known as the (A) intimate zone. (B) public zone. (C) social zone. (D) personal zone. (E) twilight zone.

social zone.

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.

stress the surrounding circumstances in communication.

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

the accountant who spoke of his disability

A frequent problem of team-written documents is the lack of one "voice" throughout the document.

true

A group will perform more effectively if its members are allowed to contribute as fully as possible.

true

An inclusive work environment is one that ensures all employees can contribute fully to the organization.

true

Making reasonable accommodations for workers who have disabilities is part of today's workplace.

true

Research indicates that the ideal small team consists of around five members

true

Team members are likely to be more open to your comments if you speak in specifics rather than exaggerating.

true

Team members have an ethical obligation to avoid promoting self-centered agendas.

true

Unlike their counterparts in Northern Europe, businesspeople in Asia rely heavily on context and body language to communicate meaning.

true

Using wikis for group projects usually results in more contributions from group members, fewer in-person meetings, and better overall collaboration.

true

When members of a work team try to evade individual responsibility, they are engaged in social loafing.

true

When we talk about culture, we refer to the customary traits, attitudes, and behaviors of a group of people.

true

Women are more likely than men to interrupt someone to agree with what that person is saying.

true

You should study customs related to formality and ways of showing respect before you travel to meet business contacts abroad.

true