Chapter 13 SmartBook

Disagreement among work groups, teams, and departments is known as ______ conflict. intergroup multicultural internal personality

intergroup

Trisha and her co-worker are making plans about where to go for lunch. Since they are having trouble making a decision, Trisha says, "Look, let's just go wherever you'd like." What conflict-handling style is Trisha demonstrating? Compromising Avoiding Dominating Obliging

Obliging

When faced with a work conflict where the issue at hand in not significant to you but is important to the other party, which conflict-handling style would be appropriate? Compromising Dominating Integrating Obliging

Obliging

When faced with a work conflict where the issue at hand in not significant to you but is important to the other party, which conflict-handling style would be appropriate? Dominating Obliging Integrating Compromising

Obliging

Engaging in team reflexivity

A process whereby team members evaluate the team's objectives, strategies, and processes

Sacrificing individual recognition, putting the needs of others first, and focusing on the greater good are all aspects of which action you can employ to become a better team member? Supporting team members Committing to a team Engaging in constructive competition Leading a team by example

Committing to a team

Two members of the team Katya was managing were at odds over whose job it was to collect water samples and whose job it was analyze them for pollutants. Katya resolved the issue by assigning one team member to do the collecting and another to do the analyzing. In this example, which conflict-handling style did Katya use? Dominating Integrating Avoiding Obliging

Dominating

What type of conflict benefits the main purposes of the organization or serves its interests? Repressed Functional Dysfunctional Passive-aggressive

Functional

Studies have shown that a conflict-free work group tends to be a(n) ______ work group. busy dissatisfied inactive warlike

inactive

During the ______ stage of team development, conflicts are resolved, close relationships develop, and unity and harmony emerge. norming adjourning storming forming performing

norming

In Jack's work group, members are developing close interpersonal relationships that have led to an emerging sense of unity and harmony within the team. This is an example of what happens during the ______ stage of group development. forming norming storming performing

norming

Lark's company has been operating for several years, contracting with the government to create solar arrays. In a recent election, the administration changed and several contracts for solar arrays were canceled. Lark has been meeting with his staff to figure out how to adapt to the lack of funds and keep the business going. This is an example of ______. punctuated equilibrium productive processing groupthink proactive forecasting

punctuated equilibrium

It is Jacob's role during the meeting to make sure everyone stays on track and focuses on finding out why sales are dropping. Jacob is performing a(n) ______ role. maintenance task social encourager

task

A ______ role concentrates on keeping the team on track and getting the work done. relationship-oriented maintenance task-oriented conflict-resolution

task-oriented

Norms tend to be enforced by ______ to help the group survive, to clarify role expectations, to help individuals avoid embarrassing situations, and to emphasize and identify the group's important values. team members supervisors watchdog groups company managers

team members

A ______ is a set of behaviors that people expect of individuals in a certain position. personality type role bias template

role

Teams with administrative oversight of their task domains are known as ______ teams. quality-circle continuous-improvement informal self-managed

self-managed

Social intelligence is best expressed by ______. leading a team with confidence making decisions quickly showing empathy toward others allowing team members to work independently

showing empathy toward others

______ is a process in which one party perceives that its interests are being opposed or negatively affected by another party. Social loafing Arbitration Conflict Groupthink

Conflict

Storming

The emergence of individual personalities, roles, and conflicts within the group

Withholding judgment, showing respect, asking questions, and focusing on the present moment are all ways of improving which of the following? Punctuated equilibrium Active listening Team composition Constructive competition

Active listening

Jeremy feels it is important to include a department head from each area of the company in the decision to purchase an additional warehouse. What type of team does Jeremy want to form? Virtual Cross-functional Informal Self-managed

Cross-functional

Which are principal examples of conflict triggers? (Choose every correct answer.) Geographic differences Cultural differences Personality differences Group differences

Cultural differences Personality differences Group differences

Which collaboration strategy involves allowing team members to air their grievances before deciding on a way to move forward with a plan or project? Disagree and commit Dialectic disagreement Punctuated equilibrium Storming and norming

Disagree and commit

A manager with a "my way or the highway" approach to a conflict is demonstrating which conflict-handling style? Compromising Dominating Integrating Avoiding

Dominating

Which of the following are characteristics of a project team? (Choose every correct answer.) It meets as needed depending on the assignment. It is task or problem oriented. Team meetings happen virtually or face to face. The project takes precedence over other job duties.

It meets as needed depending on the assignment. It is task or problem oriented. Team meetings happen virtually or face to face.

What makes a self-managed team unique? Members of the team are given administrative oversight for their task area. Staff members are required to do additional reporting to management. Administrative oversight is provided by a third party. Supervisors do the work normally done by staff.

Members of the team are given administrative oversight for their task area.

During which stage of group development would group cohesiveness be a factor? Adjourning Storming Norming Forming

Norming

What general guidelines or rules of acceptable behavior are followed by most members of a group or team, even though they are often unwritten and seldom discussed? Mission statement Trends Attitudes Norms

Norms

When a coworker voiced an opinion with which Jeb disagreed, he calmly stated, "I don't agree with that approach, but I'd like to get a better understanding of your objections to see what other approaches we might consider." Which conflict-handling behavior is Jeb demonstrating? Supportiveness Openness Equality Empathy

Openness

Being willing to implement new ideas, processes, or directives is an aspect of which career readiness competency? Oral communication Openness to change Collaboration Social intelligence

Openness to change

Which type of conflict is best described as interpersonal opposition based on dislike or disagreement among individuals? Intergroup Personality Multicultural Geographic

Personality

What are characteristics of virtual teams? (Choose every correct answer.) They communicate electronically. They regularly meet in person. They work together over time. They work together over distance.

They communicate electronically. They work together over time. They work together over distance.

The "we feeling" that binds group members together is called group ______. cohesiveness friendliness effort identity

cohesiveness

Sharing information and coordinating efforts among individuals to achieve a common objective is known as ______. feedback roles collaboration motivation

collaboration

When planning her company's annual sales meeting, Cynthia sets up a chat room months in advance and encourages people from each department to share their needs and concerns about the meeting. Armed with this information, Cynthia coordinates with key departmental team members to make sure they all work together to create a productive and effective sales meeting. This is an example of ______. collaboration accountability groupthink equilibrium

collaboration

Team ______ reflects the collection of jobs, personalities, values, knowledge, experience, and skills of team members. composition interaction conflict cohesion

composition

Connie's team members criticize her for being outspoken and for not keeping them informed of her progress as often as they think she should. The criticism she receives is an example of ______. social loafing groupthink adjourning conflict

conflict

One management responsibility is to identify when to create ______, not simply when to mitigate it. consensus synchronicity work conflict

conflict

Sources of conflict, such as differences between personalities, groups, or cultures, are called ______. conflict vices fire starters social loafing conflict triggers

conflict triggers

A community task force consisting of police officers, emergency service personnel, and other support service staff who work with the public is meeting to determine the best response system for the 911 services of a town. This task force is an example of a(n) ______ team. virtual cross-functional production top-management

cross-functional

The method of programmed conflict that assigns a person to the role of critic is known as ______. devil's advocacy groupthink disruptor the Tuckman approach the dialectic method

devil's advocacy

Jen's department has been assigned the task of developing new flavors for the company's line of soft drinks. In this instance, the department members function as a(n) ______ group. informal sales continuous formal

formal

During the first stage of team development, called ______, members get oriented and acquainted with each other. conforming performing norming forming

forming

Susan's team is going through the ______ stage of team development. In this stage, team members are becoming oriented with the group's processes and getting acquainted with one another. norming performing forming storming

forming

Members of Tyler's work team disagreed about the best way to complete their project. After arguing about it repeatedly, the team came up with an exciting new idea and reached consensus. Their project was a success. Their initial arguing is an example of a(n) ______ conflict. uncooperative dysfunctional functional unresolvable

functional

Connor, Luke, and Mason are co-workers who meet regularly after work to talk about the latest video games on the market and strategies for improving their scores on the games. This is an example of a ______. team department crowd group

group

In Michelle's group, individual members are beginning to assert their personalities, and the group is beginning to experience interpersonal conflict among its members. Michelle's group is entering the ______ stage of group development. norming storming forming performing

storming

Place the stages of group and team development in the correct order, with the first stage listed at the top and the last stage listed at the bottom.

1) Forming 2) Storming 3) Norming 4) Performing 5) Adjourning

Performing

Concentrating on solving problems and completing tasks

Norming

Resolution of conflicts, and the emergence of unity and harmony among group memebers

Interdependent actions taken by team members that turn inputs into collective outcomes are known as team ______. norms diversity processes equilibrium

processes

Reciprocal faith in others' intentions and behaviors is known as ______. hope trust conforming collaboration

trust

Adjourning

Preparing for disbandment of the group or team

What is a characteristic of a successful work team? Team leadership is determined by executive-level managers. Team members operate in general agreement and avoid conflict. All team members share a commitment to a clearly defined purpose. Team members remain in contact outside normal business hours.

All team members share a commitment to a clearly defined purpose.

Creating a team charter

An agreement among team members about how they will work together to make binding decisions and share accountability

What type of conflict is defined by the fact that it hinders the organization's performance or threatens its interests? Dysfunctional Cross-cultural Intergroup Functional

Dysfunctional

True or false: Social intelligence is the ability to manage a team effectively through an understanding of personality traits and interpersonal dynamics. True False

False

Intergroup conflicts are expressed in which of the following ways? (Choose every correct answer.) Inconsistent reward systems Poorly defined job boundaries Power and influence discrepancies Personal mental health challenges

Inconsistent reward systems Poorly defined job boundaries Power and influence discrepancies

Sam and Eric do not get along well because Sam is very rigid and goes "by the book," while Eric is much more likely to bend the rules. This is an example of which type of conflict? Personality Intergroup Multicultural Programmed

Personality

What type of conflict is designed to elicit different opinions without inciting people's personal feelings? Dysfunctional Intragroup Negative Programmed

Programmed

What is a core feature of all work teams? Diversity of members Lack of conflict Singular leadership Shared purpose

Shared purpose

Giving team members a voice

The freedom team members feel to express their constructive opinions, concerns, or ideas about work-related issues

Which statements about norms are true? (Choose every correct answer.) They are usually discussed openly among members. They exert a powerful influence on group behavior. They are general rules of behavior. They are typically unwritten.

They exert a powerful influence on group behavior. They are general rules of behavior. They are typically unwritten.

Why are group norms typically enforced? (Choose every correct answer.) To emphasize important values To avoid embarrassing situations To help the group survive To eliminate group identity

To emphasize important values To avoid embarrassing situations To help the group survive

During the ______ stage in group and team development, members concentrate on solving problems and completing the assigned tasks. storming norming forming performing

performing

When the conversation with her coworker started to get tense, Mariah announced, "I don't want to talk about it" and left the room. Which conflict-handling style does this demonstrate? Obliging Compromising Integrating Avoiding

Avoiding

How does collaboration differ from teamwork? (Choose every correct answer.) Collaboration is more focused on individual achievement. Collaboration requires more managerial oversight. Collaboration is less hierarchical. Collaboration is more spontaneous.

Collaboration is less hierarchical. Collaboration is more spontaneous.

According to a 1970s study, work groups that experience too little conflict also tend to experience which of the following? Turnover Infighting Apathy Lack of creativity

Apathy Lack of creativity

According to recent research, what are ways team members can promote collaboration within their teams? (Choose every correct answer.) By listening more than talking By being assertive when presenting their ideas By focusing on their assigned tasks By practicing empathy

By listening more than talking By practicing empathy

Which actions can an individual take to become a more effective team member? (Choose every correct answer.) Establish personal norms Commit to the team Prioritize individual achievement Lead by example

Commit to the team Lead by example

Sacrificing individual recognition, putting the needs of others first, and focusing on the greater good are all aspects of which action you can employ to become a better team member? Committing to a team Supporting team members Engaging in constructive competition Leading a team by example

Committing to a team

What are the components of the "Trust Triangle"? (Choose every correct answer.) Empathy Logic Authenticity Authority

Empathy Logic Authenticity

Under which circumstances is spurring constructive conflict beneficial? (Choose every correct answer.) When trying to build consensus within the group When facing high employee turnover When group members are resistant to change When dealing with an apathetic work group

When facing high employee turnover When group members are resistant to change When dealing with an apathetic work group

Which conditions support teamwork? (Choose every correct answer.) Work that is considered meaningful Mutual accountability among team members Working with ambiguous performance goals Being accountable to a supervisor

Work that is considered meaningful Mutual accountability among team members

Ignoring or suppressing a conflict is known as using a(n) ______ style. dominating obliging compromising avoiding

avoiding

Dysfunctional conflict is ______ for the organization. constructive necessary unimportant bad

bad

The development of team roles arises from the ______ of the team, the organization, and the team members themselves. instructions cohesion authority expectations

expectations

During an office debate, Jan is assigned the job of voicing possible objections to proposals. The goal is to generate critical thinking and reality testing. Jan is playing the role of ______, dialectic moderator objective coach perspective critic devil's advocate

devil's advocate

The process of having two people or groups play opposing roles in a debate to better understand a proposal is known as the ______ method. empathy advocate dissonance dialectic

dialectic

Managers can limit conflicts brought about by ______ by treating employees equally, being open about why some employees are rewarded, and offering mentoring programs. culture envy personalities executives

envy

Negative feelings of inferiority and resentment that arise when people compare themselves with other people or groups who have something they want are referred to as ______. envy anger frustration disappointment

envy

Team performance improves when members demonstrate a high degree of ______. groupthink equilibrium fit conflict

fit

A group established by an organization to accomplish specific goals is called a(n) ______ group. informal ancillary formal hobby

formal

A ______ is defined as two or more freely interacting individuals who share collective norms and goals and have a common identity. division department group company

group

A team that relies heavily on interpersonal interactions to complete tasks is said to have a high degree of ______ among team members. interdependence conflict roles independence

interdependence

Erin realized that the arguing during a discussion was getting out of control, so she commented, "Before we all drive off a cliff, let's slow this car down and find some common ground." Her comment eased the tension in the room. Erin is demonstrating a ______ role. completion task coordination maintenance

maintenance

The focus of a ______ role is fostering constructive relationships among team members and keeping the team together as a cohesive whole. task-oriented coordination maintenance task

maintenance

Having already developed relationships with one another, Mikel's team members are now starting to focus on solving problems and completing their assigned tasks. Mikel's team has now entered the ______ stage of team development. norming performing storming adjourning

performing

Jonathan manages a team that has to decide whether to pursue a new business opportunity in Japan. He splits the team into opposing sides and has them engage in role-playing to help them consider the decision from multiple perspectives. This is an example of ______ conflict. personality programmed multicultural intragroup

programmed

A ______ team works to address a particular problem or specific task. Team members can come from the same or different departments. project virtual cross-functional self-managed

project

Groups often develop through ______, characterized by alternating periods of stable functioning and events that cause dramatic change in norms, roles, and/or objectives. stern discipline groupthink productive energy punctuated equilibrium

punctuated equilibrium

A team in the middle of the ______ stage of team development experiences individual conflicts and the emergence of individual personalities within the group. forming storming norming performing adjourning

storming

The CEO of Widgets, Inc., must decide whether to take the company public. To better understand the potential advantages and disadvantages of the idea, she divides an upper management team into two groups to play opposing roles in a debate. This process is known as ______. the dialectic method devil's advocacy scenario planning the Abilene paradox

the dialectic method

Forming

the process of getting oriented and acquainted

A ______ team consists of members who collaborate over time and distance via electronic media. = cross-functional formal covert virtual

virtual