COMM Chapter 2 collaboration, Interpersonal Communcation, and Business Etiquette

**An effective listener tries to practice ________ in an effort to hear and understand what the other party is saying. Active listening

active listening

When planning a meeting, the group leader prepares a(n) ________ of items to discuss, topics to present, or decisions to make.

agenda

A hidden agenda refers to

individuals harboring motives, which they conceal from the rest of the group.

One of the simplest forms of virtual meetings is

instant messaging.

The first step in the basic listening process is

receiving the message.

During the ________ phase of group development, the team clarifies and summarizes the agreed-upon solution, and team members receive their assignments for carrying out the group's

reinforcement

Conducting successful meetings by phone or online

requires extra planning before the meeting and more diligence during the meeting.

For a formal meeting, appoint one person to record a ________ to summarize the important highlights of the meeting.

set of meeting minutes Explanation: For a formal meeting, it's good practice to appoint one person to record the minutes, which are a summary of the important information and decisions from the meeting.

"Virtual offices" that give everyone on a team access to the same set of resources and information are called

shared workspaces.

When the nonverbal signals match the spoken words, nonverbal signals can ________ a verbal message.

strengthen

One member of a task force on which you serve is particularly good at helping other members get along and work through their differences. This individual plays a(n)

team-maintenance role.

The limited ability to convey nonverbal subtleties such as facial expressions and hand gestures makes ________ particularly good for negotiations, collaborative problem solving, and other complex discussions.

telepresence

Within 48 hours, people tend to forget approximately ________ percent of what was said in a 10-minute conversation.

50

________ refers to working together to meet complex challenges.

Collaboration

________ focuses on the process and outcomes of communication, whereas ________ delivers criticism with no guidance to stimulate improvement.

Constructive feedback; destructive feedback

Which one of the following is an indication of a dysfunctional team role?

Diverting Explanation: Controlling, withdrawing, attention seeking, and diverting are dysfunctional, self-oriented roles that mainly fulfill individual rather than team needs.

The main role of the meeting leader is to be passive and let others speak without interference. (true or false)

FALSE Explanation: Being passive is a mistake for a meeting leader. The leader should focus on keeping the agenda of the meeting on track and making sure that all parties and all views get a fair hearing

Unlike with verbal language, the meanings of nonverbal signals are consistent across cultures. (true or false)

FALSE Explanation: In many instances, nonverbal signals are very different between different cultures. The concept of personal space, for example, is understood differently in different cultures. Some cultures regularly practice what North Americans might condemn as an "invasion of personal space," by standing too closely or touching too frequently.

Mobile devices aren't particularly useful for collaborative writing and other workplace communication projects. (True or False)

FALSE Explanation: Mobile devices add another layer of options for collaborative writing and other communication projects, particularly when used with cloud computing.

The outcome of collaborative writing is usually inferior to what a single individual can produce. (True or False)

FALSE Explanation: The collective energy and expertise of the various team members can produce results that transcend what each individual could do alone

Cross-functional teams perform several roles, even though they contain employees from the same department or division. (True or Fasle)

FALSE Explanation: The reverse is true. A cross-functional team assembles employees from different departments with different skills for the expressed purpose of solving a single problem or addressing a single issue.

Your ability to listen effectively will have little effect on your long-term career prospects. true or false)

FALSE Explanation: Your long-term career prospects are closely tied to your ability to listen effectively. In fact, about 80 percent of top executives say that listening is the most important skill needed to get things done in the workplace.

One advantage of virtual meetings is

wider access to expertise.

Which of the following statements about nonverbal communication is false? A) Facial expressions are a primary means of conveying emotions. B) A person's voice carries both intended and unintended nonverbal cues. C) Nonverbal signals can be used to assert both authority and intimacy. D) Mastering nonverbal signals will allow you to "read someone like a book." E) Nonverbal communication can supplement spoken communication.

Mastering nonverbal signals will allow you to "read someone like a book."

________ are informal standards of conduct that members share and that guide member behavior.

Norms

At the last staff meeting, someone suggested that using parliamentary procedure would help make the meetings more efficient. To learn more about parliamentary procedure, which of the following should you consult?

Robert's Rules of Order

Group members who play team-maintenance roles help everyone to work better together

TRUE Explanation: Every team needs at least one person to perform maintenance roles to make sure that team members are happy in their roles and that team organization and planning runs as smoothly as possible.

In the phenomenon of groupthink, the team may arrive at poor-quality decisions and even act unethically (True or False)

TRUE Explanation: Groupthink can lead a team into making disastrous decisions. The essence of groupthink usually lies in two dynamics: one person or a few people dominating the agenda, and others in the group who are afraid to speak up or drowned out when they do speak up. The result is a false consensus in which the group seems to have debated all of the important issues and arrived at an optimum outcome, when in reality the group saw only a small part of the entire picture and came to somewhat arbitrary, rather than informed, conclusions.

If you want to use a mobile device to take notes during a meeting, it's a good idea to let the meeting's leader know ahead of time (True or false)

TRUE Explanation: If you intend to use your device to take notes during a meeting, consider letting the meeting leader know that's what you will be doing.

**When it comes to personal appearance in the workplace, it's best to match your style to the expectations of your organization. (true or false)

TRUE Explanation: The values of the organization are recognized by observing a wide variety of people and matching their style. Keep in mind that a high executive within a company might dress in a very different manner than a supervisor or a line worker.

A new coworker from Russia asks you about North American greeting customs. You explain that in most business contexts,

a firm handshake is expected when two people meet.

An extranet is

a restricted website available to employees and to outside parties by invitation only.

When you're using a mobile device, making any of the following choices except ________ will reflect negatively on your professionalism. A) talking loudly in open offices or public places B) texting during a meal or while someone is talking to you C) allowing incoming calls/texts to interrupt meetings or discussions D) asking for permission before using your device's camera E) using the device in the restroom

asking for permission before using your device's camera

When composing collaborative messages, the best strategy is to

assign the writing task to one person or divide larger projects among multiple writers.

Whenever you're representing your company online, all of the following except ________ will help you maintain a high standard of business etiquette A) differentiating facts from opinions B) assuming that people are available to discuss work-related issues around the clock C) following basic expectations of spelling, punctuation, and capitalization D) watching your language and keeping your emotions under control E) supporting facts with evidence

assuming that people are available to discuss work-related issues around the clock

**Because phone calls lack the visual richness of face-to-face conversations, you'll need to use ________ to convey confidence and professionalism.

attitude and tone of voice

To use electronic media as effectively as possible,

avoid "reply all" unless everyone can benefit from your reply.

When conducting a meeting over a meal, it is appropriate to

avoid profanity. Explanation: C) Remember that business meals are a forum for business. Don't discuss politics, religion, or any other topic that's likely to stir up emotions. Don't complain about work, don't ask deeply personal questions, avoid profanity, and be careful with humor-a joke that entertains some people could easily offend others.

The best time to distribute an agenda for a meeting is

before the meeting.

Using mnemonics (such as acronyms or rhymes) to help remember important information shared during a meeting

can be a useful strategy.

In part, poor listening occurs because listeners

can think faster than speakers can speak.

A ________ usually has a long life span and typically deals with regularly recurring tasks.

committee Explanation: Committees are formal teams that usually have a long life span and can become a permanent part of the organizational structure.

During the ________ of the group-development process, the members of a problem-solving team would begin to discuss their positions and become more assertive in establishing their roles

conflict phase

**If you are listening mainly to understand the speaker's message, you are engaging in

content listening.

Writing for websites often involves the use of ________, which organize and control content and support teamwork.

content management systems

The goal of ________ is to understand and evaluate a speaker's message based on elements such as logic, evidence, and validity, as well as the speaker's intentions and motives.

critical listening

**Some people use ________ to tune out anything that doesn't conform to their beliefs or their self-images defense listening

defensive listening

The primary difference between constructive feedback and destructive feedback is

destructive feedback delivers criticism with no guidance for improvement.

In the ________ phase of team evolution, team members reach a decision and find a solution that is acceptable enough for all members to support (even if they have reservations).

emergence

During the group development process, the ________ phase is reached when a consensus is reached and the team finds a solution that all members are willing to support.

emergence Explanation:According to the textbook, teams evolve through the following five stages: orientation, conflict, brainstorming, emergence, and reinforcement. Consensus is reached when the team finds a solution that all members are willing to support (even if they have reservations

A reliable employee you supervise has come to speak with you about a leave of absence related to personal issues. To understand her feelings and needs, you should engage in

empathic listening.

In participative management

employees are involved in the company's decision making.

All of the following except ________ are best practices when using phones at work. ) being positive and professional when you answer the phone B) varying your vocal pitch and inflections so people know you're interested C) enabling your voicemail, even if you don't check messages regularly D) ending your calls with courtesy and clarity E) responding to messages promptly

enabling your voicemail, even if you don't check messages regularly

If you are engaging in critical listening, your goal is to

evaluate the logic and validity of the message.

Especially effective in establishing dominance, ________ can also regulate interaction and indicate attention or interest.

eyes

The primary vehicle for expressing emotions is

facial expression.

One of the main advantages of collaboration via mobile devices is

flexibility.

If you're the designated leader of a meeting,

follow a predetermined agenda.

Use of parliamentary procedure

helps meetings run more smoothly. Explanation: Parliamentary procedure is a tried-and-true method of running a meeting. Using parliamentary procedure often eliminates conflicts and minimizes resentment and misunderstandings. The advantage of parliamentary procedure is that it is a set of rules that everyone understands to be fair so there are no debates about how to resolve issues.

To ensure participants know what is expected of them, the meeting leader should

include all assignments for each participant in the meeting minutes Explanation: The specific format of the minutes is less important than making sure you record all the key information, particularly regarding responsibilities that were assigned during the meeting. Typical elements include all assignments of tasks to meeting participants.

According to the theory of nonverbal communication, touch

is governed by cultural customs that establish who can touch whom and when.

When it comes to nonverbal communication,

it pays to be careful, since others might interpret things very differently than you intended.

When a team that has never worked together collaborates on communication efforts,

it's important to give members time to bond before getting down to business.

Selective listening refers to

letting one's mind wander until something personally relevant is said.

Social networking technologies can help a company create virtual communities of practice that

link employees to others with similar professional interests throughout the organization.

Active listening involves

making a conscious effort to truly hear and understand what the other party is saying.

Conducting successful virtual meetings requires ________ before the meeting and ________ during the meeting.

more planning; more diligence

Successful teamwork, productive meetings, effective listening, and nonverbal communication all depend on ________ among all participants.

mutual respect and consideration

Successful teamwork, productive meetings, effective listening, and nonverbal communication depend on ________ among all participants.

mutual respect and consideration

To be a better speaker and a better listener, pay attention to

nonverbal cues.

Using mobile phones during meetings is

now restricted or prohibited in many organizations.

Formal meetings are conducted according to ________, a time-tested method for planning and running meetings effectively.

parliamentary procedure

Much of your workplace communication will occur during in-person or online meetings. If you're leading a meeting, you can help to make sure it's productive by

preparing carefully

Which of the following meeting technologies would be most effective for negotiations, collaborative problem solving, and other complex discussions?

telepresence Explanation: Complex interactions can be helped by employing all forms of communication, including voice, tone, facial gesture, and body language. Telepresence is the only medium that includes all of these features (other than an actual live meeting).

(YES)Groupthink refers to

the willingness of individual group members to withhold contrary or unpopular opinions, even when those objections are legitimate, and to favor majority opinion. Explanation: When groupthink occurs, all group members tend to agree with the consensus. Groupthink arises when group members see little to gain and a lot to risk in expressing opinions that are not congruent with the prevailing views of the group.

One way to show respect for others is being on time for a meeting. This is an example of ________ as a nonverbal cue.

time and space

In addition to conveying warmth and comfort, ________ can be used to convey control.

touch

Which of the following would be a positive, productive way of using a mobile device during an important meeting, convention, or conference?

tweeting key points from a convention speech

An important aspect of mobile communication in the workplace is ________, which integrates voice, video, instant messaging, and real-time collaboration into a single system.

unified communication

To overcome barriers to effective listening, the listener should

use visualization techniques.

**Which of the following indicates a specific and intentional meaning when using gestures and posture as a form of nonverbal communication?

waving

As an approach to resolving conflict during team activities, a ________ proposes that both sides can satisfy their goals (at least to some extent) and seeks to minimize losses for everyone involved.

win-win strategy

**When receiving business-related phone calls,

you should use frequent verbal responses (such as, "I see") to show that you are listening.

Which of the following is not an important consideration related to etiquette in the workplace?

your height and weight

When introducing yourself to someone in a business context, you should always include a brief description of

your role in the company.