Chapter 2 Collaboration, Interpersonal Communication, and Business Etiquette

(T/F) 16) When a collaborator is located off site, the most productive way of working with that person would be to require attendance at regularly scheduled meetings, at the physical workplace, with the rest of the team.

FALSE

(T/F) 32) When writing collaboratively, it is often more effective to write as a group, ensuring all collaborators are following the same format.

FALSE

(T/F) 44) When setting up a meeting, anyone who might have insight on the issue should be invited to the meeting.

FALSE

(T/F) 47) Telepresence is one of the simplest forms of virtual meeting.

FALSE

(T/F) 62) Defensive listening requires the listener to paraphrase the speaker's ideas for better retention.

FALSE

(T/F) 14) Some companies have embraced collaborative work approaches to the point of overload.

TRUE

5) Which of the following is a benefit of a successful team? A) Diversity of views B) Groupthink C) Multiple agendas D) Low cost E) Limited peer pressure

A) Diversity of views

57) When minimizing potential barriers to successful listening, which of the following factors is least often in the control of the listener? A) Interruptions B) Multitasking C) Phone reception D) Distractions E) Checking mobile devices

C) Phone reception

79) In terms of phone use, good etiquette suggests which of the following as being most important? A) Speaking softly so others in the work space are not disturbed B) Don't waste time identifying yourself—it is no longer necessary with caller ID C) Allow calls to go to voicemail whenever possible to keep a record of calls D) Identify yourself when answering the phone before asking how you can be of help E) Using voice mail instead of other means for messaging

D) Identify yourself when answering the phone before asking how you can be of help

58) When a listener molds a message to their own ideas, they are using what type of skill? A) Selective listening B) Defensive listening C) Selective perception D) Passive listening E) Multitasking

D) Passive listening

80) When leaving a voice mail, what information is least important for the recipient of the voice mail? A) Reason for calling B) Your name C) Your phone number D) Your email address E) Best time to reach you

D) Your email address

25) Technologies that allow people to share files, review message threads, and work on documents simultaneously are known as what? A) Virtual offices B) Shared workspace C) Cloud computing D) Social intranets E) Collaboration platforms

E) Collaboration platforms

82) When conducting a meeting over a meal, which of the following would be the most appropriate topics of conversation? A) Politics B) Wine knowledge C) Family D) Religion E) Use of technology

E) Use of technology

(T/F) 95) From a customer's standpoint, product and client knowledge is more important than etiquette.

FALSE

(T/F) 77) Physical appearance is a nonverbal signal that can be controlled by the communicator.

TRUE

(T/F) 63) When focusing on information and not speaking style, the listener is engaging in critical listening.

FALSE

(T/F) 75) All nonverbal signals mean the same thing, regardless of cultural background.

FALSE

(T/F) 76) Listening is a type of nonverbal communication.

FALSE

(T/F) 97) To convey a sense of etiquette during a meeting, it is more polite to text and email than it is to answer a mobile phone.

FALSE

(T/F) 98) Because business meetings that are conducted over meals are less formal, and often after regular work hours, it is appropriate to offer personal information over drinks.

FALSE

41) Realistic conferences in which participants thousands of miles apart almost seem to be in the same room is an example of what? A) Instant messaging B) Webinars C) Virtual whiteboards D) Idea campaigns E) Telepresence

E) Telepresence

42) If a firm wanted to conduct a training session for employees at multiple facilities simultaneously, what type of meeting tool should be used? A) Conference calls B) Virtual whiteboards C) Webinars D) Idea campaigns E) Telepresence

E) Telepresence

28) Which of the following improve response times and collaboration efforts when using mobile collaboration? A) Clouds B) Intranets C) Fixed-web collaboration systems D) Social intranets E) Unified communication

E) Unified communication

73) Touch is a nonverbal communication method that varies from culture to culture. When working in the United States, what might the best practice be regarding touching others in the workplace? A) Only use touch to convey warmth. B) Only use touch to offer congratulatory wishes. C) Only use touch with same-sex coworkers. D) Only use touch with those of the same cultural background. E) When in doubt, don't touch.

E) When in doubt, don't touch.

(T/F) 45) Formal meetings often use parliamentary procedures to maintain order in the decision making process.

TRUE

(T/F) 46) At the end of a meeting, decisions and actions to be taken should be summarized and participants should understand and agree on the outcomes.

TRUE

(T/F) 64) The act of assigning a meaning to sounds based on your own values and beliefs is called decoding.

TRUE

54) People typically listen at no better than what efficiency rate? A) 10 percent B) 25 percent C) 48 percent D) 50 percent E) 68 percent

B) 25 percent

51) When listening for the strength of the evidence, what type of listening is being engaged in? A) Content B) Critical C) Active D) Empathic E) Effective

B) Critical

70) During a small group meeting, where will coworkers find most of the underlying meaning of the message? A) Most of the meaning will come from the words spoken. B) Most of the meaning will come from the accuracy of the handouts. C) Most of the meaning will come from nonverbal cues. D) Most of the meaning will come from the list of those invited to the meeting. E) Most of the meaning will come from the visual aids such as PowerPoints.

C) Most of the meaning will come from nonverbal cues.

67) The process of sending and receiving information without the use of written or spoken language is called what? A) Listening B) Selective perception C) Nonverbal communication D) Selective participation E) Process communication

C) Nonverbal communication

13) Which of the following is an indication of positive behavioral norms within a group, allowing members to propose ideas and express vulnerability? A) Well-balanced mix B) Groupthink C) Psychological safety D) Compatible values E) Overload

C) Psychological safety

20) When writing collaboratively, what should each team member focus on supporting? A) Individual areas of expertise B) Individual priorities C) Team objectives D) Organization and coherence E) Writing styles and work habits

C) Team objectives

91) When using the phone, what should be relied on to convey confidence and professionalism? A) The ability to multitask while on the phone B) The ability to send links to the audience to support information conveyed while conversing C) The ability to use tone of voice to convey meaning D) The ability to block out distractions E) The ability to keep calls short and to the point

C) The ability to use tone of voice to convey meaning

83) When upset with someone or something at the workplace, the best place to vent your frustrations is where? A) In an anonymous email B) On your Twitter feed C) On the corporate blog D) At home E) At an after-work social setting

D) At home

22) When one or more writers can offer opinions or ask questions on a shared document without modifying the document text, what type of software tool is likely being used? A) Revision tracking B) Enterprise systems C) Workflow features D) Commenting E) Wikis

D) Commenting

71) Placing a hand on a coworker's shoulder while discussing a project could be negatively understood as a nonverbal signal for what? A) Confusion B) Empathy C) Teamwork D) Control E) Friendliness

D) Control

59) Tuning out information that does not support one's core belief system is an example of what? A) Misinterpretation B) Passive listening C) Selective perception D) Defensive listening E) Selective listening

D) Defensive listening

12) Unsuccessful teamwork is often the result of destructive conflict, which is the result of what? A) Groupthink B) Hidden agendas C) Incompatible technology D) Disagreement over the team's goals E) Ineffective team leaders

D) Disagreement over the team's goals

55) During which stage of the listening process does the listener analyze the quality of the information? A) Receiving B) Decoding C) Remembering D) Evaluating E) Responding

D) Evaluating

40) One advantage of virtual meetings is what? A) Less time spent in actual meetings B) Opportunity for hardware and software upgrades C) The ability to multitask during the meeting D) Increased access to a wider pool of expertise E) Ability to limit those who are in attendance

D) Increased access to a wider pool of expertise

81) When conducting a business meeting over a meal, when is the best time to begin the meeting? A) When waiting for drinks B) Before ordering food C) When waiting for food D) During the course of the meal E) After the entrée plates have been removed

E) After the entrée plates have been removed

(T/F) 15) A team is a group of two or more people with a shared mission and responsibility for a goal.

TRUE

(T/F) 31) Groupware allows users to work on documents simultaneously and connect using social networking tools.

TRUE

(T/F) 33) Today's mobile systems can do virtually everything fixed-web collaboration systems can do.

TRUE

30) The goal when giving feedback should focus on the outcomes of the communication. This type of feedback is often called what? A) Constructive feedback B) Destructive feedback C) Criticism D) Collaboration E) Unified communication

A) Constructive feedback

10) Which of the following is generally true when referring to groups? A) Group meetings are costly in terms of time and coordination. B) Team members will work harder to support the goals of a group than individual projects. C) Group members are more accepting of contrary opinions. D) Groups are usually ineffective. E) Groups have limited access to research data and other essential information.

A) Group meetings are costly in terms of time and coordination.

86) Which of the following indicates poor etiquette on the part of the sender? A) Multitasking while using instant messaging or other tools B) Clearly indicating opinion so it doesn't appear as fact C) Asking if this is a good time for an instant messaging chat D) Starting a new message for a new topic E) Not using "reply all" when responding to communications

A) Multitasking while using instant messaging or other tools

37) When planning a meeting, the leader should do which of the following? A) Set and share the agenda B) Keep the meeting on track C) Follow agreed upon rules D) Discourage participation E) Close effectively

A) Set and share the agenda

68) When nonverbal signals do not match the spoken word, what happens to the validity of the communication? A) The communication is weakened. B) The communication becomes irrelevant. C) The communication becomes strengthened. D) The communication remains clear based on the spoken word E) The communication fails.

A) The communication is weakened.

74) Being late for a meeting sends what type of nonverbal message to the group? A) The message will vary based on the beliefs of the group. B) The message will be that your time is more important than theirs. C) The message will be that you are overworked and have too much to do. D) There will not be any nonverbal message attached to being late for a meeting. E) The message will be that the subject matter of the meeting is not important.

A) The message will vary based on the beliefs of the group.

84) When communicating with someone using electronic media, and you wish to ask a nonrelated question or introduce a nonrelated issue, what is the best way to introduce the topic? A) Through a new message B) In a new paragraph in the original message C) By highlighting the new topic in color D) By changing the subject line of the email E) By using a clear opening line to indicate change

A) Through a new message

50) The primary goal of content listening is to what? A) To understand and retain information B) To understand the logic of the argument C) To determine the speakers intentions and motives D) To understand the speakers feeling E) To verify key points and look for a summary of a message

A) To understand and retain information

92) When determining appropriate dress for the workplace, what should be the underlying goal of the style of dress? A) What you wear should not distract from your good work B) Appearing casual and approachable C) Conforming to others D) Changing the attitude of those who are not as stylish E) Impressing customers and managers with your awareness of trends in the industry

A) What you wear should not distract from your good work

94) Which of the following is least dependent of mutual respect and consideration among participants? A) Teamwork B) Meetings C) Listening D) Productivity E) Technology

E) Technology

38) To ensure all members actively participate in a meeting, what should a leader do? A) Tweet questions about the topic. B) Ask for opinions from nonparticipants. C) Follow Robert's Rules of Order. D) Explain areas of knowledge to the group. E) Distribute an agenda ahead of time.

B) Ask for opinions from nonparticipants.

29) When providing feedback, focusing comments on the message, not the person who created it, is an example of what? A) Verifying understanding B) Constructive feedback C) Destructive feedback D) Focusing on controllable behavior E) Discussing improvements rather than flaws

B) Constructive feedback

56) During which phase of the listening process will the listener's culture pose the biggest challenge? A) Receiving B) Decoding C) Remembering D) Evaluating E) Responding

B) Decoding

19) Which of the following is an advantage of collaborative writing? A) Each member has to accomplish fewer tasks. B) Each member has different expertise to contribute. C) Each member can focus on accuracy and detail so no errors are missed. D) Each member can rely on another member if their schedule gets busy. E) Each member can change another member's work to ensure unified ideas.

B) Each member has different expertise to contribute.

27) Websites that are accessible only to employees and select parties external to the organization are known as what? A) Clouds B) Extranets C) Intranets D) Wikis E) On demand

B) Extranets

8) When faced with potentially unpopular choices, having a team develop potential solutions and implementation methods can result in what? A) Increased information B) Increased acceptance C) Higher performance levels D) Lower costs E) Hidden agendas

B) Increased acceptance

93) Which of the following is not an aspect of workplace etiquette? A) Behaviors B) Position C) Habits D) Nonverbal communication E) Technology

B) Position

21) In order to save time and frustration, what should be agreed upon before beginning a collaborative process? A) Skill sets B) Project goals C) Leadership roles D) Writing style E) Due dates

B) Project goals

87) Which of the following is the most respectful use of mobile technology while at work? A) Making personal calls during work hours on your personal cell phone B) Remembering that your phone habits may not be acceptable to others in the workplace C) Texting a response to a phone message during a meeting D) Leaving a meeting to take a call E) When with others, texting a caller to indicate you are not available to talk

B) Remembering that your phone habits may not be acceptable to others in the workplace

69) When working with a colleague from the United States, what can be assumed by sustained eye contact? A) Untrustworthiness B) Sincerity C) Boredom D) Rudeness E) Disinterest

B) Sincerity

89) Voice recognition systems have created new issues for the workplace, including what? A) The expectation that employees will not be late as they have access to directions B) The creation of distraction and annoyance for others C) The expectation that all information will be accurate when transferred to text D) The expectation that receivers will be able to respond immediately to any inquiry E) The assumption that everyone else has access to the same technology

B) The creation of distraction and annoyance for others

39) When recording meeting minutes, which of the following would be most helpful for attendees? A) A list of those who were invited but didn't attend B) A list of comments from each participant C) All major decisions reached D) Discussion points E) A list of those who attended

C) All major decisions reached

52) When allowing a speaker to share their emotions and perspectives, what type of listening is being engaged in? A) Content B) Critical C) Empathic D) Active E) Effective

C) Empathic

88) Which of the following is true about mobile devices in the workplace? A) If using a personally owned device, the employer cannot dictate use. B) If an employer provides a mobile device to an employee, the employee can use it for personal use as well as business use. C) Employers have the right to dictate mobile device usage policies. D) Most employers understand that employees can multitask and simultaneously take care of personal as well as professional issues with a mobile device. E) Most employees understand that taking care of personal issues on a mobile device can be disruptive to the work area, and should practice proper etiquette by stepping into a hallway or other non-work area to conduct personal business.

C) Employers have the right to dictate mobile device usage policies.

1) Which of the following is the result of peer pressure that forces team members to go along with decisions they really don't believe in? A) Hidden agendas B) Learning opportunities C) Groupthink D) Participative management E) Collaboration

C) Groupthink

7) To maintain harmony in a group, some team members may withhold unpopular opinions. This is known as what? A) Collaboration B) Non performance C) Groupthink D) Hidden agendas E) Participative management

C) Groupthink

26) Websites that are accessible only to employees are what type of systems? A) Clouds B) Extranets C) Intranets D) Wikis E) On demand

C) Intranets

36) Which of the following is the least beneficial aspect of holding meetings? A) Social interaction B) Team building C) Low cost D) Problem solving E) Idea development

C) Low cost

23) Which of the following is the generic name for software that helps organize and control website content for groups? A) Enterprise systems B) Workflow systems C) Cloud management systems D) Content management systems E) Intranet systems

D) Content management systems

9) Activities that support incompatible goals to those of the group are referred to as what? A) Groupthink B) Participative management C) Multitasking D) Hidden agendas E) Increased diversity of views

D) Hidden agendas

3) Teams that bring together people with diverse specialties give people the chance to increase their knowledge by increasing what? A) Boldness B) Trust building C) Sense of community D) Learning opportunities E) Buy-in for solutions

D) Learning opportunities

43) Which of the following is an advantage of virtual meetings? A) There is more opportunity for visual data. B) Nonverbal communication skills are easier to read. C) Participants are more engaged in the topic. D) Participants can collaborate in real time. E) Less planning is needed.

D) Participants can collaborate in real time.

85) Because of the prevalence of instant messaging and emails, which of the following should be considered when writing a text or email for work? A) Coworkers will understand jargon and acronyms. B) Emoticons will enhance the meaning of your message. C) Messages must be answered immediately. D) Spelling, punctuation and capitalization are important for professionalism. E) Spelling, punctuation and capitalization rules have changed and do not affect how others view your level of professionalism.

D) Spelling, punctuation and capitalization are important for professionalism.

11) Which of the following is considered the most important factor in determining how well a team will perform? A) A shared sense of purpose B) The right mix of creative talent C) Full engagement of team members D) Strong communication skills E) Clear objectives

D) Strong communication skills

2) Collaboration is best described as what? A) Active listening B) Groupthink C) Clearly agreed upon agendas D) Working together on complex challenges E) Dependent on strong nonverbal communication skills

D) Working together on complex challenges

60) Which of the following is considered one of the most common barriers to effective listening? A) Misinterpretation B) Passive listening C) Selective perception D) Defensive listening E) Selective listening

E) Selective listening

4) Participative management allows employees at any level of the organization to do what? A) Solve long-term problems B) Allow long-term problem-solving teams to flourish C) Allow effective virtual teams D) Increase effectiveness of new member orientation E) Be involved in the company's decision making

E) Be involved in the company's decision making

72) If not managed, which of the following increases the pitch and the pace of your speaking voice? A) Being unprepared B) Being unconcerned C) Being unfamiliar with materials D) Being superior E) Being nervous or fearful

E) Being nervous or fearful

6) Which of the following is a disadvantage of working in a team? A) Limited knowledge B) Diversity of views C) Limited acceptance of a solution D) Lower performance levels E) Cost of time and money

E) Cost of time and money

53) When eliminating filters and biases to understand what a speaker is saying requires what type of listening skill? A) Content B) Critical C) Empathic D) Active E) Effective

E) Effective

49) Which of the following is a practice used by effective listeners? A) Paying attention to stylistic differences B) Using passive listening skills C) Avoiding note taking during the conversation D) Interrupting whenever they don't understand something E) Giving the speaker nonverbal feedback

E) Giving the speaker nonverbal feedback

90) In which of the following areas is proper etiquette less essential? A) Online B) With mobile devices C) In social work-related settings D) In the workplace E) In after-work activities not related to the job

E) In after-work activities not related to the job

61) To improve listening skills, one should do what? A) Limit nonverbal feedback to the speaker B) Listen with the same style regardless of the situation C) Listen passively D) Limit note taking so as not to be distracted E) Mentally paraphrase key points

E) Mentally paraphrase key points

24) Which of the following is least helpful to effective collaborative writing? A) Selecting collaborators carefully B) Establishing clear processes C) Agreeing on project goals before you start D) Taking time to bond before starting the collaboration E) Writing together as a group

E) Writing together as a group

(T/F) 96) Personal appearance is considered to be an element of professional business etiquette.

TRUE