BCOM Exam 1

Which of the following statements best expresses a typical concern of someone with a blue MVS?

"Let's make sure everyone feels included in the decision-making."

What is a facilitator and how does this relate to teams?

Acts from a neutral position to get each person to participate in the conversation and ensure that each agenda item is properly discussed

What do effective teams spend the most time on?

Handling special projects, completing the work of particular departments, developing internal systems innovations, creating customer service innovations, developing product innovations, engaging in employee development, reducing time to market for products and services

What contributes to team diversity? Is team diversity good?

Inherent Diversity: Involves traits such as age, gender, ethnicity, and sexual orientation Acquired Diversity: Involves traits you acquire through an experience, such as customer service experience, retail experience, or engineering experience -Yes

Functional resumes present the information in terms of

Key skills

motivational value system (MVS)

is a blend of these primary motives and refers to the frequency with which these values guide their actions

Christine's team is having a difficult time developing a team identity. She thinks the problem might be that the team members all come from different departments and have not worked together before. What kind of questions can Christine use to help with this issue?

rapport-building

When Kwame listens to a customer, he paraphrases the customer's request or complaint to make sure he understands it. Which active listening skill is he using?

reflecting

Interpersonal communication process

sending and receiving verbal and nonverbal messages between two or more people

The act of anticipating intentions and moods through the perceptive examination of nonverbal cues is known as

sight-reading

skills vs attributes

skills are learned and attributes are natural

As Cho explains her dissatisfaction with her current salary, her supervisor abruptly looks away and sighs. What does the supervisor's nonverbal behavior indicate?

strong displeasure

When Leo had to tell Tania that her project had lost its funding, he found himself adopting a slumped posture that was similar to hers. What was Leo doing?

synchronizing body language to show empathy

cultural intelligence

the ability to understand and respond appropriately to different cultural contexts and situations

encoding

the process of converting meaning into messages composed of words and nonverbal signals

meaning

the thoughts and feelings that people intend to communicate to one another

Tom always drops hand-written reports on his administrative assistant's desk and says, "Type this right away." What type of incivility is Tom committing?

treating others without courtesy

high self-awareness includes the ability to manage events that stir

triggers

During job interviews, telling stories about your _______ can create a positive connection between you and your potential employers.

Success in the past

Encoding

The process of converting meaning into messages composed of words and nonverbal signals

Decoding

The process of interpreting messages from others into meaning

Using an electronic meeting process can reduce meeting time significantly.

True

What are the challenges of virtual teams? How do they build relationships?

Virtual Teams: Consist of team members located at various offices (including home offices) and rely most entirely on virtual technologies to work with one another

Disguised Statement

end a learning conversation because used to point out flaws

triggers

events that cause strong emotional reactions

Barriers to achieving shared meaning

external noise, internal noise, and lifetime experiences

physical noise

external noise; loud sounds, physical barriers

cross-examination question

intended to find contradictions in what others have said or done

psychological noise

internal; attitudes, idea, and emotions experience in interpersonal interaction

semantic noise

internal; communicators apply different meaning to same words/phrases

physiological noise

internal; stuttering, sickness, memory loss, hearing problems, etc.

4 types of noise

physical, physiological, semantic, psychological

When they first form, what steps help teams be effective?

-Create tradition, culture, and variety -Set expectations and follow the agenda -Encourage participation and expression of ideas -Build consensus and a plan of action -Closing the meeting -Dealing with difficult people

How should difficult conversations be handled successfully?

-Embrace difficult conversations -Assume the best in others -Adopt a learning stance -Stay calm/overcome noise -Find common ground -Disagree diplomatically -Avoid exaggeration and either/or approaches

How should teams/groups write papers or reports? How do they handle editing, etc.?

-Start right away -Work together at the planning stage -Make sure your roles and contributions are fair -Stay flexible and open -Meet in real time consistently and ensure the writing reflects the views of the group -Discuss how your will edit the document together -Consider a single group member to polish the final version and ensure a consistent voice

How can difficult conversations be started?

-Start well and declare your intent -Listen to their story -Tell your story -Create a shared story

shared meaning

a situation in which people involved in interpersonal communication attain the same understanding about ideas, thoughts, and feelings

When should meetings be scheduled?

10 AM - Noon

How can people disagree diplomatically?

By validating the views and feelings of others and using I-statements

In his resume. Mac lists the attributes "a proven track record of success" and "gives 110%". The use of such clichés will most likely..

Give the impression that Mac has inflated beliefs about his abilities

What percentage of top executives say that listening is the most important skill needed to succeed in the​ workplace? A .60 percent B. 50 percent C. 80 percent D. 70 percent E. 40 percent

C. 80 percent

John is a supervisor in a technology company that stresses innovation and managing diversity in their workforce and in their customer base. Which of the following is the term used to describe the type of listening skills that are most important in this​ situation? A. Active listening B. Content listening C. Effective listening D. Empathic listening E. Critical listening

C. Effective listening

Teams can achieve a higher level of performance than individuals alone because A. They combine the intelligence and energy of multiple individuals B. They can foster motivation and creativity C. They involve more input and a greater diversity of views, which tends to result in better decisions D. They do all of the above

D. They do all of the above

Which step in the listening process involves assigning meaning to​ sounds? A. Responding B. Evaluating C. Receiving D. Decoding E. Remembering

D. decoding

How can comments sound less accusing?

Disassociation: Process by which professionals accept critique of their ideas without taking it personally and becoming defensive -Psychological bonding that occurs between people and their ideas

which of the following actions by an interviewee is most likely to sabotage the interview process

Dressing provocatively.

Which of the following is the correct sequence of steps in the listening​ process? A.​Receiving, remembering,​ decoding, evaluating, responding B.​Receiving, evaluating,​ decoding, remembering, responding C.​Receiving, decoding,​ evaluating, remembering, responding D.​Decoding, receiving,​ remembering, evaluating, responding E.​Receiving, decoding,​ remembering, evaluating, responding

E.​Receiving, decoding,​ remembering, evaluating, responding

EQ

Emotional Quotient

Electronic meetings are preferred to face-to-face meetings when group efforts are just beginning and members are trying to build group values.

False

What are the steps in team development and what happens during each?

Forming Stage: Team members focus on gaining acceptance and avoiding conflict Storming Stage: Team members open up with their competing ideas about how the team should approach work Norming Stage: The team arrives at a work plan, including roles, goals, and accountabilities Performing Stage: The team operates efficiently toward accomplishing its goals

How should you position your contributions in a resume?

Most important contributions should be positions first.

How common is semantic noise in business conversations?

Nearly all

Which of the following sections of a resume are hiring managers beginning to view as optional

Objective statement

Reason why emotional intelligence is critical

People are hardwired to experience emotions before reason

Chronological resumes present the information in terms of

Work and education over time

Synchronizing

adopting your counterpart's body language

Noise

causes distortion to or interruption of messages

example of Hierarchical work culture

centralized, South Korea

example of egalitarian work culture

decentralized netherlands

After receiving messages, listeners_____ what they've heard by assigning meaning to the sound

decode

emotional hijacking

dysfunctional behaviors, i.e. blaming others, not speaking up when nervous

filter of lifetime experiences

how all outgoing messages are encoded and incoming messages are decoded

Which of the following qualities is characteristic of people who are hubs?

flexible

self-awareness

foundation of emotional intelligence; "ongoing attention to one's internal states"

A series of questions that attempt to deconstruct a business issue by moving from general to specific are known as _____ questions.

funnel

Leading question

guide your way of thinking; dishonest/manipulative

Which active listening skill involves demonstrating a learner mindset rather than a judger mindset?

holding judgement

Which barrier to effective listening involves neglecting listening because of pressing deadlines?

lack of time

Poor questions

leading question, disguised statements, cross-examination