Chapter 11

Which of the following use correct punctuation? Check all that apply. Very few young, entry-level employees remember the company's financial scandals in the 1980's and 90s. Dear Ms. Collin: When you leave at 5:00 p.m., please shut the door and lock it; however, do not set the alarm. When the error message appears on the screen, you should exit the program, right.

Dear Ms. Collin: When you leave at 5:00 p.m., please shut the door and lock it; however, do not set the alarm.

Which of the following are aspects of appearance appeal? Check all that apply. Good grooming Self-control Good hygiene Dependability Sincerity Attractive business attire Dining etiquette

Good grooming Good hygiene Attractive business attire Dining etiquette

Associate each activity with the corresponding phase of team development. Build Trust Forming Storming Norming Performing

Forming

Associate each activity with the corresponding phase of team development. Form collaborative culture. Forming Storming Norming Performing

Forming

Employers want team players. Proven team skills don't really matter if you deliver quality products help deliver on-time, on-budget results

help deliver on-time, on-budget results

Will you please make sure that you revise that e-mail message before sending it to the client___ . ?

.

In this situation, how many people should be invited to attend the meeting? 30 or fewer 10 or fewer All employees 5 or fewer

30 or fewers To ensure the highest level of employee buy-in, Edwards needs to educate the management levels of his business first. By explaining the just-in-time inventory system to management, he can rely on them to spread the information to the rank-and-file employees. He should plan on presenting the system to 30 or fewer management personnel.

Which practice demonstrates courteous and responsible cell phone use? Drive carefully while on the phone. Answer all calls when you receive them. Choose a professional ring tone.

Choose a professional ring tone. Courteous and responsible cell phone use requires that you remain courteous to those around you; that you observe wireless-free areas; that you speak in low, conversational tones; that you take only urgent calls; that you drive now, talk later; and that you choose a professional ring tone.

Which of the following are etiquette guidelines that promote positive workplace conversations? Check all that apply. Choose appropriate conversational topics Avoid negative remarks Critique others when you feel it is appropriate Use correct names and titles Interrupt repeat performances

Choose appropriate conversational topics Avoid negative remarks Use correct names and titles To promote positive workplace conversations at the office and in work-related social settings, use correct names and titles, choose appropriate topics, avoid negative remarks, listen to learn, give sincere and specific praise, and act professionally in social situations.

You're on a product development team for Kraft Foods. Your team's mission is to develop new products targeted at the Hispanic/Latino market. You're in your weekly meeting with the team, and you're beginning to wonder if you'll ever manage to settle on a product. Two of your teammates are proposing an enchilada kit. Another team member thinks Kraft should get into the dessert market and suggests churros. You believe that a Mexican-style sauce, mole perhaps, would be a more versatile option. One of the team members has remained silent the entire time. You realize this and ask his opinion. Which team behavior does this situation describe? Failing to stay on task Encouraging members to participate Making inappropriate jokes and comments

Encouraging members to participate In this situation, you are exhibiting positive team behaviors by encouraging other members to participate.

You have been working in an entry-level position in Raytheon's Environmental Health and Safety division for the last six months. You are part of a team that reviews safety reports, enters the information into the database, and compiles statistical analyses of the results for your superior, Jack Blum. Today, Mr. Blum stopped by your desk to chat. He asked how you were doing and commented on the weather. He complimented you on your team's previous statistical analysis and then proceeded to point out several errors in your team's current report. What is the information your superior is trying to deliver? He wants you to correct the errors in the current report. You are ready for a promotion. He is worried about the functionality of your team. What can you do to respond effectively to criticism from your customer? Acknowledge what you are hearing. Transfer the call to your supervisor so the caller calms down. Defend your company's reputation.

He wants you to correct the errors in the current report. Mr. Blum seems pleased with your progress, but he has noticed some mistakes in the current report. His main message was to indirectly ask you to fix the report. Superiors often sandwich requests for action between motivational comments to build employee morale. Acknowledge what you are hearing. Customers want you to demonstrate that you genuinely care about them and the service being provided. By acknowledging what you are hearing, you demonstrate concern and may help the customer calm down so you can help him solve the problem.

Which of the following is an outcome of incivility at the workplace? Check all that apply. Improved thinking skills Increased performance levels Higher turnover Feelings of lack of respect Better health

Higher turnover Feelings of lack of respect

Attractive locations for transfer are Honolulu, Hawaii; San Francisco, California; and Seattle, Washington . Honolulu Hawaii, San Francisco, California, and Seattle, Washington

Honolulu, Hawaii; San Francisco, California; and Seattle, Washington .

The Edwards Construction Supply Company is adopting a just-in-time inventory system. Jim Edwards, the president, has decided that restocking only when the inventory falls below a specific level will save the company thousands of dollars. Many of Edwards' employees have been with the company for 30 years or more, and change like this might be unsettling for them. Edwards knows that his employees will be more comfortable with the system if their supervisors understand it fully. What purpose will this meeting serve? Information review and presentation Motivation Problem identification Intensive problem solving

Information review and presentation Edwards needs to present the just-in-time system to his management staff so they can work with him to ensure employee buy-in. He must provide information to management so they can work on implementing his new plan.

Its his book from 83 when he was in second grade. It's his book from 83, when he was in second grade. Its his book from 1983 when he was in second grade. It's his book from '83 when he was in second grade.

It's his book from '83 when he was in second grade.

_______________ helps us negotiate interpersonal and social situations. Incivility Teamwork Self-confidence Social intelligence

Social Intelligence

You are in a meeting with your work group. Linda, one of your teammates, begins to repeat the same idea she always promotes. You want to tell her it is the worst idea you've ever heard—especially since it hasn't evolved at all in the last month. What should you do? Ignore Linda's suggestion, and return to the topic you were previously discussing. Listen carefully, and then provide fair but gentle feedback. Raise your hand, and remind Linda that the team has already heard her idea.

Listen carefully, and then provide fair but gentle feedback.

You are a project manager for a specialty sports equipment manufacturer. A critical member of your design team, Gwen, has been unprofessional and rude to her coworkers, and she has missed two deadlines. You need to address the problem before it gets out of hand and you fall behind schedule. What is your first step in offering Gwen constructive criticism? Make a list of all the reasons you should fire her. Mentally outline your conversation. Address your concerns at the weekly staff meeting.

Mentally outline your conversation. When providing constructive criticism, you should prepare a mental outline of your conversation, use face-to-face communication, and focus on improvement, discussing the behavior rather than the person. Additionally, you might offer to help. Be sure to keep the conversation private and encourage two-way communication.

Associate each activity with the corresponding phase of team development. Discuss alternatives. Forming Storming Norming Performing

Norming

Associate each activity with the corresponding phase of team development. Prioritize alternatives. Forming Storming Norming Performing

Norming

Associate each activity with the corresponding phase of team development. Analyze effects Forming Storming Norming Performing

Performing

Associate each activity with the corresponding phase of team development. Manage Project Forming Storming Norming Performing

Performing

Identify the telephone etiquette that will make your telephone calls productive. Check all that apply. Plan a mini-agenda. Use transit and meal times to make phone calls. Deliver bad news via voice mail. Use a three-point introduction. Leave complete voice mail messages.

Plan a mini-agenda. Use a three-point introduction. Leave complete voice mail messages. To increase the productiveness of your phone calls, plan a mini-agenda, use three-point introductions, be brisk if you are rushed, be cheerful and accurate, be professional and courteous, end the call politely, avoid phone tag, and leave complete voice mail messages.

_________means saying words clearly and correctly with accepted sounds and accented syllables. Pronunciation Emphasis

Pronunciation You can change your speaking voice to make it a powerful communication tool. Pay attention to your pronunciation, saying words clearly and correctly in accepted ways. Avoid uptalk, which causes your statements to sound like questions and makes you seem unsure of yourself. Additionally, speak at an appropriate rate of speed, which is about 125 words per minute.

Which of the following are synonyms for professional behavior? Check all that apply. Protocol Soft skills Civility Social intelligence Business etiquette

Protocol Soft skills Civility Social intelligence Business etiquette

The planning session had been long but productive. Manuel had been quiet throughout the meeting. He spent his time texting messages to his son on his cell phone instead of listening or asking questions. The director finished by summarizing the plan to reschedule stock offerings. Everyone was preparing to leave when Manuel raised his hand. "I don't know if we covered this," he said, "but have we talked about rescheduling the stock offerings yet? I don't think we should wait until the fall." What could Manuel do to make the next meeting more effective and productive? Remain quiet Come prepared Put the cell phone away

Put the cell phone away Manuel doesn't know what was covered in the meeting. If he had turned off his cell phone until after the meeting, he would not have missed the information.

You work for AdSmart, a marketing research firm. You and a new coworker are meeting a potential client for lunch. You have several morning meetings on the same day as the lunch meeting, so you arrange to meet your coworker and the potential client at 12:15 p.m. at the restaurant. You arrive five minutes early, and the prospective client arrives shortly thereafter. You both wait in the lobby until 12:35 p.m. when you decide to be seated. You check your smart phone and see no received communications from your colleague. Finally, at 12:45 p.m., your coworker arrives. During the lunch, your coworker tells several white lies and reveals information regarding your boss that should have been kept confidential. The prospective client doesn't seem to notice these indiscretions; however, when your coworker begins to badmouth his former employer, a competitor of AdSmart, the client appears ill at ease. Despite the rough start to the lunch meeting, all ends well. You believe that with the appropriate follow-up, the potential client will become one of the firm's more lucrative partnerships. Once you are back at the office, you debrief with your coworker and discuss the next steps. You decide to take

Reliability and responsibility

You are having a hard day at work, but you have to make several phone calls. What can you do to make sure your voice projects a friendly tone? Avoid talking on the phone. Smile when speaking on the phone. Leave a short, curt voice mail message.

Smile when speaking on the phone Smiling can affect the tone of your voice. Let your voice show the same kind of friendliness you would show if you greeted the person face-to-face.

What techniques would be effective in getting meetings started and keeping them focused? Check all that apply. State the goals and length of the meeting at the start. Wait for everyone to arrive. Introduce a tentative agenda. Ignore conflict so that it will blow over.

State the goals and length of the meeting at the start. Introduce a tentative agenda. To effectively manage meetings, make sure you start promptly, state the goals and length, introduce a tentative agenda, set ground rules, and assign a minute taker and recorder.

Associate each activity with the corresponding phase of team development. Collect and share information. Forming Storming Norming Performing

Storming

Associate each activity with the corresponding phase of team development. Establish decision criteria. Forming Storming Norming Performing

Storming

Use quotation marks to do what? To enclose statistical information from other sources, articles, chapters, and other short titles To enclose direct quotes, special language (such as slang or jargon), articles, chapters, and other short titles To enclose direct quotes, special language, and all titles

To enclose direct quotes, special language (such as slang or jargon), articles, chapters, and other short titles

Why would you use an apostrophe s (that is, 's), as in "the one receptionist's lunch break"? To show ownership in nouns that end with an s sound To show ownership with nouns that do not end in s To show possession when a noun precedes a gerund

To show ownership with nouns that do not end in s

Who should be invited to attend this meeting? All employees Upper and lower management Warehouse employees

Upper and lower management Edwards could choose to present the information to higher-level management, who could then present the data to lower-level managers. However, since Edwards wants to move forward on his new inventory system right away, talking to both higher and lower levels of management simultaneously would probably save time and create buy-in.

Which of the following will help ensure that interaction with remote members will have the best results during virtual meetings? Check all that apply. Use appropriate technology Accept questions via email only Ask if everyone agrees as often as possible Anticipate limitations of virtual technology Decide what language to use

Use appropriate technology Anticipate limitations of virtual technology Decide what language to use The best practices recommended by experienced meeting facilitators will help you address premeeting issues such as technology glitches, scheduling across time zones, and language challenges. Creating ground rules, anticipating limited media richness, managing turn-taking, and humanizing the interaction with remote members all achieve the best results during virtual meetings. Questions should be asked when needed without having to access email.

Successful teams share several characteristics. For example, successful teams _________ are small but diverse negotiate shrewdly communicate only when necessary

are small but diverse Small teams are easier to organize, reach consensus faster, and benefit from the diversity of their members.

After the director briefed the team, the assistant shut down the ___________ computer while the director fielded questions. directors' director's

director's

You can use voice mail more effectively if you _____ leave long, detailed messages that include chitchat leave an automated greeting prepare a professional, concise, and friendly greeting

prepare a professional, concise, and friendly greeting Make your greeting sound professional and friendly, both in tone and content.

Organizations form teams because effective teams usually ___________ use fewer resources promote cliques reduce individual risk

reduce individual risk Team members are more likely to act on bold, creative ideas when responsibility for the outcome is shared by the group, thus reducing individual risk.