CHAPTER 11: COMMUNICATING IN THE WORKPLACE

MULTIPLE CHOICE

1. Jim serves as a brand ambassador for the company he works for. He informs audiences about the value and quality of the products sold by his company, and his employers appreciate the work he does. This best illustrates which of the following facts about communication skills and career success?
2. Good communicators work well in teams.
3. Good communicators enhance client satisfaction.
4. Good communicators build public awareness.
5. Good communicators inspire others.
   

Answer: C
Blooms: Remembering

A-head: Communication Skills Boost Career Success

Objective: 11.1: Explain why communication skills are essential to success in the workplace.

1. When Robyn felt she had come to a dead-end in her job, she became disillusioned. Her clients noticed she seemed uninterested in them, and some of them left. She tried many tactics for regaining confidence, but none of them worked until Dan reminded her that sometimes two heads are better than one. Robyn began cooperating and engaging much more actively with her colleagues, rather than working issues out on her own. Her confidence returned, and so did her clients. She was a better communicator. This scenario reminds us that good communicators_______________.
2. enhance client satisfaction and make good leaders
3. work well in teams and enhance client satisfaction
4. build public awareness and make good leaders
5. make good leaders and inspire others

Answer: B
Blooms: Understanding

A-head: Communication Skills Boost Career Success

Objective: 11.1: Explain why communication skills are essential to success in the workplace.

1. From day one of Jay’s first week as the new boss, everybody in the office agreed that he was a great improvement on his predecessor. He listened carefully to issues and concerns, and found time to focus on building professional relationships in the office as well as on tasks. As a result, morale was boosted, loyalty grew, and productivity began increasing. Which option is best illustrated by this account?
2. Good communication skills can outrank technical knowledge on employers’ wish lists.
3. Good communicators enhance client satisfaction and build public awareness.
4. Good communicators make good leaders and build public awareness.
5. Good communicators make good leaders and inspire others.

Answer: D
Blooms: Understanding

A-head: Communication Skills Boost Career Success

Objective: 11.1: Explain why communication skills are essential to success in the workplace.

1. Sophia, an American, met her new boss from the UK for the first time and said, “Hello, Simon. Welcome to the team! How long have you been in the States? They must have offered you a lot of money for you to move all the way here, huh?” Which of the major mistakes to avoid at work did Sophia make?
2. Making fun of people.
3. Oversharing.
4. Overlooking cultural differences.
5. Gossiping.
   

Answer: C
Blooms: Understanding

A-head: Communication Mistakes to Avoid at Work

Objective: 11.2: Identify and avoid communication blunders at work.

1. Gavin likes to talk to his coworkers about his political views. Many coworkers are troubled by his talk. What advice should be given to Gavin?
2. Don’t make fun of people
3. Don’t overshare
4. Don’t overlook cultural differences
5. Don’t gossip
   

Answer: B
Blooms: Understanding

A-head: Communication Mistakes to Avoid at Work

Objective: 11.2: Identify and avoid communication blunders at work.

1. Good communicators can flourish in the workplace. Social scientists have labeled this skill __________, the capacity to effectively negotiate complex social relationships and environments.
2. management
3. effective leadership
4. upward communication
5. social intelligence
   

Answer: D
Blooms: Remembering

A-head: Communication Mistakes to Avoid at Work

Objective: 11.2: Identify and avoid communication blunders at work.

1. After Will had been in his new job for a year, he believed he was completely in control of everything he had to do, and was praised by his bosses. When he started taking things for granted, and focusing only on “the big picture,” as he put it, because the small details were not really worth his time, he got into problems with his manager. He sent her an angry email, telling her exactly what he thought of her. As a result he was fired. Which two pieces of advice should Will have heeded?
2. It’s an error to do less than your best, and to lose your cool.
3. It’s an error to lose your cool, and to fixate on a mistake.
4. Always develop camaraderie, and don’t convey sensitive information electronically.
5. It’s an error to overshare, and to overlook cultural differences.

Answer: A
Blooms: Understanding

A-head: Communication Mistakes to Avoid at Work

Objective: 11.2: Identify and avoid communication blunders at work.

1. DeAnna is the supervisor for the engineering team at her company. A task comes down from her leadership to allocate funding by noon that day. She doesn’t have time to discuss this with the team, so she allocates the money where she sees fit. What management approach does this best exemplify?
2. Impoverished
3. Country club
4. Middle-of-the-road
5. Authority-obedience

Answer: D
Blooms: Understanding
A-head: Communication Strategies for Leaders

Objective: 11.3: Demonstrate effective leadership skills based on the situation, goals, and team members’ needs.

1. The principle of __________ holds that a leader’s style should change with the circumstances.
2. trait theories of leadership
3. situational leadership
4. empowerment
5. authority-obedience
   

Answer: B
Blooms: Remembering

A-head: Communication Strategies for Leaders

Objective: 11.3: Demonstrate effective leadership skills based on the situation, goals, and team members’ needs.

1. More than 2,000 years ago, Aristotle proclaimed, “From the hour of their birth some are marked out for subjugation, and others for command.” This is a radical expression of _____________, sometimes labeled as the “great man” or “great woman” approach.
2. trait theories of leadership
3. situational leadership
4. empowerment
5. transformational leadership
   

Answer: A
Blooms: Remembering

A-head: Communication Strategies for Leaders

Objective: 11.3: Demonstrate effective leadership skills based on the situation, goals, and team members’ needs.

1. Adrienne is part of the senior management team at a company in which—since her appointment—both morale and client-satisfaction have dramatically improved. Among her driving principles are the idea that people work better when they are both motivated and empowered to reach their goals, that each team member must contribute fully, and that when she has to make a key decision, everyone knows why she is making it. She is a useful example of how _______________ works.
2. being assertive but not aggressive
3. situational leadership
4. the “great woman” approach to leadership
5. transformational leadership

Answer: D

Blooms: Understanding

A-head: Communication Strategies for Leaders

Objective: 11.3: Demonstrate effective leadership skills based on the situation, goals, and team members’ needs.

1. Gustav works with a difficult boss. His boss is a micromanager, so he often invites her input because he realizes there is little he can do to change her behavior. He often gratuitously complains about her behavior to his coworkers. Even though she is often negative, Gustav remains positive in the way he communicates towards her. How could he have responded to his difficult boss more appropriately?
2. By adapting to her
3. By seeking advice from others
4. By trying to avoid the situation
5. By getting another job
   

Answer: B
Blooms: Analyzing

A-head: Working with a Difficult Boss

Objective: 11.4: Describe strategies for dealing with frustrating leaders.

1. Gustav works with a difficult boss. His boss is a micromanager, so he often invites her input because he realizes there is little he can do to change her behavior. He often gratuitously complains about her behavior to his coworkers. Even though she is often negative, Gustav remains positive in the way he communicates towards her. Which part of this description shows Gustav keeping a professional demeanor?
2. His boss is a micromanager, so he often invites her input.
3. He realizes there is little he can do to change her behavior.
4. He often gratuitously complains about her behavior to his coworkers.
5. Even though she is often negative, Gustav remains positive in the way he communicates towards her.
   

Answer: D
Blooms: Analyzing

A-head: Working with a Difficult Boss

Objective: 11.4: Describe strategies for dealing with frustrating leaders.

1. Gustav works with a difficult boss. His boss is a micromanager, so he often invites her input because he realizes there is little he can do to change her behavior. He often gratuitously complains about her behavior to his coworkers. Even though she is often negative, Gustav remains positive in the way he communicates towards her. Which part of this description shows Gustav managing expectations?
2. His boss is a micromanager, so he often invites her input.
3. He realizes there is little he can do to change her behavior.
4. He often gratuitously complains about her behavior to his coworkers.
5. Even though she is often negative, Gustav remains positive in the way he communicates towards her.
   

Answer: B
Blooms: Analyzing

A-head: Working with a Difficult Boss

Objective: 11.4: Describe strategies for dealing with frustrating leaders.

1. This type of power comes from what team members know or can do.
2. Expert power
3. Connection power
4. Reward power
5. Coercive power
   

Answer: A
Blooms: Remembering
A-head: Power in the Workplace

Objective: 11.5: Analyze six types of power in professional settings.

1. This type of power is in operation when others are influenced by the granting or promise of desirable consequences.
2. Expert power
3. Connection power
4. Reward power
5. Coercive power
   

Answer: C
Blooms: Remembering
A-head: Power in the Workplace

Objective: 11.5: Analyze six types of power in professional settings.

1. This type of power comes from the respect, liking, and trust others have for a member.
2. Expert power
3. Connection power
4. Coercive power
5. Referent power
   

Answer: D
Blooms: Remembering

A-head: Power in the Workplace

Objective: 11.5: Analyze six types of power in professional settings.

1. This type of power arises from the threat or actual imposition of unpleasant consequences.
2. Expert power
3. Connection power
4. Coercive power
5. Referent power
   

Answer: C

Blooms: Remembering

A-head: Power in the Workplace

Objective: 11.5: Analyze six types of power in professional settings.

1. Eduardo is great at developing relationships with new people. This comes in handy at his job because the people he builds relationships with often bring business to their company. This is an example of _____________.
2. expert power
3. connection power
4. reward power
5. coercive power
   

Answer: B
Blooms: Understanding

A-head: Power in the Workplace

Objective: 11.5: Analyze six types of power in professional settings.

1. Chandra knows that if she makes a mistake on the supply budget again, her boss will likely fire her. This is an example of _____________.
2. expert power
3. connection power
4. reward power
5. coercive power

Answer: D
Blooms: Understanding

A-head: Power in the Workplace

Objective: 11.5: Analyze six types of power in professional settings.

1. Vivian listens to her co-workers and also presents her own ideas clearly and effectively. As a result, she is admired and liked by members of her team. This is an example of _____________.
2. expert power
3. legitimate power
4. reward power
5. referent power
   

Answer: D
Blooms: Understanding

A-head: Power in the Workplace

Objective: 11.5: Analyze six types of power in professional settings.

1. A limited number of people whose members interact with one another over time in order to reach goals is called a _______________.
2. forum
3. chain network
4. focus group
5. small group
   

Answer: D
Blooms: Remembering

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. The degree to which members feel connected with and committed to their group is called ____________.
2. identity
3. enthusiasm
4. balance
5. cohesiveness
   

Answer: D
Blooms: Remembering

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. The outcomes members collectively seek by joining together are called ____________.
2. individual goals
3. achievements
4. group goals
5. member goals
   

Answer: C
Blooms: Remembering

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. The personal motives of each member are called ____________.
2. individual goals
3. achievements
4. group goals
5. member goals
   

Answer: A
Blooms: Remembering

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. Lazy behavior that some members use to avoid doing their share of the work is referred to as ____________.
2. social norms
3. social loafing
4. dysfunctional roles
5. group neglect
   

Answer: B
Blooms: Remembering

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. Lindsey is part of a group that develops innovative technologies. Her group is very connected and members are highly committed and express positive feelings for one another. Their group is called “The Dynamos,” and they have their own logo. Members wear shirts with their group name every Friday. Lindsey’s group is ________________.
2. cohesive
3. networked
4. independent
5. passive

Answer: A
Blooms: Understanding

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. DiAndre is working with her group on a class project. She is motivated to do particularly well because she wants a top grade on the project. DiAndre’s motivation is best described as _______________.
2. an individual goal
3. an achievement
4. a group goal
5. a member goal

Answer: A
Blooms: Understanding

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. Mary Anne is in DiAndre’s group for their class project. She feels like she has very capable group members that will pull through for the group. With that in mind, she contributes very little to the group herself. What best describes Mary Anne?
2. She’s only concerned about group goals.
3. She’s a dysfunctional team member.
4. She’s a social loafer.
5. She’s a non-participant.
   

Answer: C
Blooms: Understanding

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. Felicia and two other people often see each other at the library. They come to the library every Thursday night to discuss English literature. Felicia is often friendly to the other people at the library on Thursday nights. Another group meets Monday, which Felicia does not usually attend. Which part of this description shows group interaction?
2. Felicia and two other people often see each other at the library.
3. They come to the library every Thursday night.
4. They discuss English literature.
5. Felicia is often friendly to the other people at the library on Thursday nights.
   

Answer: C
Blooms: Analyzing

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. Official guidelines that govern what the group is supposed to do and how the members should behave are referred to as ____________.
2. social norms
3. rules
4. procedural norms
5. task norms
   

Answer: B
Blooms: Remembering

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. These describe rules for the group’s operation and decision-making.
2. Social norms
3. Rules
4. Procedural norms
5. Task norms
   

Answer: C
Blooms: Remembering

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. Roles explicitly assigned by an organization or group are called ___________.
2. procedural roles
3. informal roles
4. formal roles
5. task roles
   

Answer: C
Blooms: Remembering

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. Roles usually not explicitly recognized by a group that describe functions of group members, rather than their positions, are called _______________.
2. procedural roles
3. informal roles
4. formal roles
5. social roles
   

Answer: B
Blooms: Remembering

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. Debra is the group member that helps find common ground between other group members, and enables relationships to run smoothly. What best characterizes this kind of activity?
2. Task roles
3. Formal roles
4. Social roles
5. Gatekeeping roles
   

Answer: C
Blooms: Understanding

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. Amber is the director of marketing at her company. What best describes her role?
2. It is an expert role.
3. It is a formal role.
4. It is a social role.
5. It is a gatekeeping role.
   

Answer: B
Blooms: Understanding

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. Clifton is supervisor at his company. He is also a member of a tennis club that some of his associates from work are a part of. He encourages the other members of his tennis group. He often gives his tennis group members information about upcoming matches. He keeps aware of new exercises that tennis professionals are using to stay in shape, and shares that information with the group. Which part of this description speaks of social roles?
2. Clifton is supervisor at his company.
3. He is also a member of a tennis club that some of his associates from work are a part of.
4. He encourages the other members of his tennis group.
5. He often gives his tennis group members information about upcoming matches.
   

Answer: C
Blooms: Analyzing

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. People draw closer when they share a similar aim or when their goals can be mutually satisfied. Which tip for building cohesiveness is that statement connected to?
2. Focus on shared and compatible goals.
3. Celebrate progress toward goals.
4. Establish shared expectations.
5. Minimize competition between members.

Answer: A
Blooms: Remembering
A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. Which of the following is a way to build cohesiveness?
2. Celebrate progress.
3. Question the relevance of remarks that are off-topic.
4. Develop a group norm that legitimizes disagreement.
5. Allow more time than usual for group development and discussions.
   

Answer: A
Blooms: Remembering
A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

1. Greg ensured that his group members were all motivated to help create the solution to the problem they were solving. As a result, they all worked for the best outcome. This advantage of group problem solving arises because _____________.
2. groups have more resources than individuals
3. group members can catch errors
4. group work enhances buy-in
5. groups benefit from diverse ideas

Answer: C
Blooms: Understanding

A-head: Advantages of Group Problem Solving

Objective: 11.7: Assess the advantages and stages of group problem solving.

1. Immediately after a period of conflict, effective groups move to _____________.
2. an orientation stage
3. a storming stage
4. an emergence stage
5. a reinforcement stage
   

Answer: C
Blooms: Remembering

A-head: Advantages of Group Problem Solving

Objective: 11.7: Assess the advantages and stages of group problem solving.

1. At this stage, not only do members accept the group’s decision, they also endorse it.
2. The orientation stage
3. The conflict stage
4. The emergence stage
5. The reinforcement stage

Answer: D
Blooms: Remembering

A-head: Advantages of Group Problem Solving

Objective: 11.7: Assess the advantages and stages of group problem solving.

1. After members understand the problem and become acquainted, a successful group enters the _____________.
2. orientation stage
3. conflict stage
4. emergence stage
5. reinforcement stage
   

Answer: B
Blooms: Remembering

A-head: Advantages of Group Problem Solving

Objective: 11.7: Assess the advantages and stages of group problem solving.

1. In the ____________, members approach the problem and one another tentatively.
2. orientation stage
3. conflict stage
4. emergence stage
5. reinforcement stage

Answer: A
Blooms: Remembering

A-head: Advantages of Group Problem Solving

Objective: 11.7: Assess the advantages and stages of group problem solving.

1. Estefan is in a research discovery group at work. Together they have made a major scientific breakthrough. They could not have achieved this individually. What statement best characterizes this particular advantage of group problem-solving?
2. Group members can catch errors.
3. Group work enhances buy-in.
4. Group work decreases interdependence.
5. Groups benefit from diverse ideas.

Answer: D
Blooms: Understanding

A-head: Advantages of Group Problem Solving

Objective: 11.7: Assess the advantages and stages of group problem solving.

1. Bradley needs to clean out his storage unit. He asks five of his friends to help get it done, and they manage it faster than he could have done alone. What statement best characterizes this particular advantage of group problem-solving?
2. Group members can catch errors
3. Group work enhances buy-in
4. Groups benefit from diverse ideas
5. Groups have more resources than individuals

Answer: D
Blooms: Understanding

A-head: Advantages of Group Problem Solving

Objective: 11.7: Assess the advantages and stages of group problem solving.

1. A homeowners’ association has finally begun to see a solution to their mailbox paint color issue. They like Tim’s idea to just paint them all gray. They now approach consensus, and members back off from their previous dogmatic positions. What development stage in group problem-solving has the association likely reached?
2. The orientation stage
3. The conflict stage
4. The emergence stage
5. The reinforcement stage

Answer: C
Blooms: Understanding

A-head: Advantages of Group Problem Solving

Objective: 11.7: Assess the advantages and stages of group problem solving.

1. The executive search committee recently met to discuss the pool of job candidates. Initially, they let each other know the candidate they each preferred without much disagreement. Once they knew whom the other preferred, things became rather contentious. Some candidates were eliminated from consideration. After much bickering, two candidates were considered the best qualified for the job. Committee members accepted the final two candidates to be interviewed and endorsed their decision to the faculty. Which portion of this description characterizes the reinforcement stage?
2. Initially, they let each other know the candidate they each preferred without much disagreement.
3. Once they knew whom the other preferred, things became rather contentious.
4. Some candidates were eliminated from consideration.
5. Committee members accepted the final two candidates to be interviewed and endorsed their decision to the faculty.
   

Answer: D
Blooms: Analyzing

A-head: Advantages of Group Problem Solving

Objective: 11.7: Assess the advantages and stages of group problem solving.

1. Which of the following is a way to encourage equal participation?
2. Share group experiences.
3. Question the relevance of remarks that are off-topic.
4. Develop a group norm that legitimizes disagreement.
5. Allow more time than usual for group development and discussions.
   

Answer: B
Blooms: Understanding
A-head: Making the Most of Group Meetings

Objective: 11.8: Strategize ways to communicate effectively during group discussions.

1. The term __________ describes the tendency of some groups to support ideas without challenging them or providing alternatives.
2. unequal participation
3. information underload
4. balance
5. groupthink
   

Answer: D
Blooms: Remembering
A-head: Making the Most of Group Meetings

Objective: 11.8: Strategize ways to communicate effectively during group discussions.

1. Based on cultural preferences, people may be more or less comfortable speaking to the entire group, putting their thoughts in writing, speaking one on one, and so on. Which tip for maximizing the benefits and minimizing the pitfalls of multicultural teams is this connected to?
2. Allow more time than usual for group development and discussions.
3. Agree on clear guidelines for discussions, participation, and decision-making.
4. Use a variety of communication formats.
5. If possible, achieve an even distribution of people from various cultures.
   

Answer: C
Blooms: Understanding
A-head: Making the Most of Group Meetings

Objective: 11.8: Strategize ways to communicate effectively during group discussions.

1. Research shows that being a “minority member” is especially challenging and not conducive to open communication. Which tip for maximizing the benefits and minimizing the pitfalls of multicultural teams is this connected to?
2. Allow more time than usual for group development and discussions.
3. Agree on clear guidelines for discussions, participation, and decision-making.
4. Use a variety of communication formats.
5. If possible, achieve an even distribution of people from various cultures.
   

Answer: D
Blooms: Understanding
A-head: Making the Most of Group Meetings

Objective: 11.8: Strategize ways to communicate effectively during group discussions.

1. Which of the following is a way to make the most of diversity?
2. Share group experiences.
3. Question the relevance of remarks that are off-topic.
4. Develop a group norm that legitimizes disagreement.
5. Allow more time than usual for group development and discussions.

Answer: D
Blooms: Remembering
A-head: Making the Most of Group Meetings

Objective: 11.8: Strategize ways to communicate effectively during group discussions.

1. Estelle is in a study group. The group has four members. They are all biology majors and have had many classes together. Everyone in her study group wants to make a good grade on their project. Anton wants to make the main decision about the topic, but Denise does too. There is quite a bit of personal animosity between the two and loyalties within the group are strongly split. They know that each of the group members have different preferences for communicating their ideas, so they often discuss ideas on an Internet message board. Which part of this description describes a way to make the most of diversity?
2. There is quite a bit of personal animosity between the two and loyalties within the group are strongly split.
3. They are all biology majors and have had many classes together.
4. Everyone in her study group wants to make a good grade on their project.
5. They know that each of the group members have different preferences for communicating their ideas, so they often discuss ideas on an Internet message board.
   

Answer: D
Blooms: Analyzing
A-head: Making the Most of Group Meetings

Objective: 11.8: Strategize ways to communicate effectively during group discussions.

1. Estelle is in a study group. The group has four members. They are all biology majors and have had many classes together. Everyone in her study group wants to make a good grade on their project. Anton wants to make the main decision about the topic, but Denise does too. There is quite a bit of personal animosity between the two and loyalties within the group are strongly split. They know that each of the group members have different preferences for communicating their ideas, so they often discuss ideas on an Internet message board. Which part of this description describes a potential risk for groupthink?
2. There is quite a bit of personal animosity between the two and loyalties within the group are strongly split.
3. They are all biology majors and have had many classes together.
4. Everyone in her study group wants to make a good grade on their project.
5. They know that each of the group members have different preferences for communicating their ideas, so they often discuss ideas on an Internet message board.
   

Answer: A
Blooms: Analyzing
A-head: Making the Most of Group Meetings

Objective: 11.8: Strategize ways to communicate effectively during group discussions.

1. This stage of the problem-solving model involves proposing solutions through brainstorming or by contributing written ideas anonymously.
2. Identify the problem
3. Analyze the problem
4. Develop creative solutions
5. Evaluate the solutions
   

Answer: C
Blooms: Remembering
A-head: A Structured Problem-Solving Approach

Objective: 11.9: Practice the steps involved in systematic problem solving.

1. Captain Billows is the meteorologist in his squadron. The squadron controls an outlying airfield. When they are asked whether Friday evening will be a good night to receive air cargo, they refer to Captain Billows. What effective way to reach a group decision does this exemplify?
2. Relying on the expert
3. Reaching consensus
4. Let the majority decide
5. Honor authority rule
   

Answer: A
Blooms: Understanding
A-head: A Structured Problem-Solving Approach

Objective: 11.9: Practice the steps involved in systematic problem solving.

1. At which stage of analyzing a problem does conducting a force field analysis typically occur?
2. When you word the problem as a broad, open question.
3. When you identify criteria for success.
4. When you gather relevant information.
5. When you identify supporting and restraining forces.
   

Answer: D
Blooms: Understanding
A-head: A Structured Problem-Solving Approach

Objective: 11.9: Practice the steps involved in systematic problem solving.

1. The marketing team has conducted brainstorming sessions and come up with some great ideas. Next, they asked themselves, “Which solution is the most achievable?” They then know what actions they should take and the resources they will need to make it happen. After they have taken action, they realize they can modify their actions to improve the effectiveness of their solution. Each group member supports the solution. Which part of this description includes evaluating the solutions?
2. The marketing team has conducted brainstorming sessions and come up with some great ideas.
3. Next, they asked themselves, “Which solution is the most achievable?”
4. They then know what actions they should take and the resources they will need to make it happen.
5. After they have taken action, they realize they can modify their actions to improve the effectiveness of their solution.
   

Answer: B
Blooms: Analyzing
A-head: A Structured Problem-Solving Approach

Objective: 11.9: Practice the steps involved in systematic problem solving.

1. The marketing team has conducted brainstorming sessions and come up with some great ideas. Next, they asked themselves, “Which solution is the most achievable?” They then know what actions they should take and the resources they will need to make it happen. After they have taken action, they realize they can modify their actions to improve the effectiveness of their solution. Each group member supports the solution. Which part of this description includes implementing a plan?
2. The marketing team has conducted brainstorming sessions and come up with some great ideas.
3. Next, they asked themselves, “Which solution is the most achievable?”
4. They then know what actions they should take and the resources they will need to make it happen.
5. After they have taken action, they realize they can modify their actions to improve the effectiveness of their solution.
   

Answer: C
Blooms: Analyzing
A-head: A Structured Problem-Solving Approach

Objective: 11.9: Practice the steps involved in systematic problem solving.

SHORT ANSWER

61. Identify five blunders to avoid at work.

Answer: making fun of people; oversharing; overlooking cultural differences; gossiping; doing less than your best.

A-head: Communication Mistakes to Avoid at Work

Objective: 11.2: Identify and avoid communication blunders at work.

62. Name four of the six types of powers in the workplace.

Answer: Any four from among: legitimate power; expert power; connection power; reward power; coercive power; and referent power.

A-head: Power in the Workplace

Objective: 11.5: Analyze six types of power in professional settings.

63. Name three characteristics of a small group.

Answer: interaction, interdependence, time.

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

64. Name two kinds of informal roles.

Answer: task roles and social roles.

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

65. List five advantages of group problem-solving.

Answer: groups have more resources than individuals; group members can catch errors; group work enhances buy-in; groups benefit from diverse ideas; groups are best at solving some problems.

A-head: Advantages of Group Problem Solving

Objective: 11.7: Assess the advantages and stages of group problem solving.

ESSAY QUESTIONS

66. Why shouldn’t you overshare at work?

Main point: Oversharing is a blunder that should be avoided.

Answers will vary, must include:
a) Disclosing information about your personal life can damage your changes for professional success

b) It can annoy people at work.

c) The rule applies to online communication also, as wild photos aren’t likely to impress the boss or potential employers.

Answers will vary, may include:
a) Disclose sensitive topics like religion, sexual relationships, or health cautiously.

b) Before you run the risk of oversharing, consider seeking advice from a trusted colleague about how much disclosure is appropriate.

A-head: Communication Mistakes to Avoid at Work

Objective: 11.2: Identify and avoid communication blunders at work.

67. What are the best communication strategies for potential leaders to adopt?

Main point: Successful leadership does not simply stem from one’s position or job title, but emerges from a number of specific tactics, decisions and behaviors.

Answers will vary, must include:

1. In nearly every environment, successful leaders embody the following characteristics. They are: good listeners; open to innovation; able to work well with teams; good at facilitating change; appreciative of diversity; honest and ethical.
2. Behaviors that demonstrate leadership potential include: staying engaged; demonstrating competence; being assertive, but not aggressive; and providing solutions in a time of crisis.

Answers will vary, may include:

1. Leadership theories include traits theories, situational leadership, and transformational leadership.
2. The Managerial Grid developed by Blake and Mouton portrays leadership on the basis of two considerations: low to high emphasis on tasks, and low to high emphasis on relationships.

A-head: Communication Strategies for Leaders

Objective: 11.3: Demonstrate effective leadership skills based on the situation, goals, and

team members’ needs.

68. How are groups affected by rules and norms?

Main point: All groups have guidelines that govern behavior.

Answers must include:
a) Rules are official guidelines that govern what the group is supposed to do and how the members should behave. They are usually stated outright.

b) Norms are equally powerful but they are conveyed by example rather than in words.

c) Social norms govern how members interact with one another.
d) Procedural norms guide operations and decision-making.
e) Task norms govern how members get the job done.

Answers may include:
a) Group norms don’t always match members’ ideals.

b) Group norms don’t emerge immediately or automatically.

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

69. Describe cohesiveness in groups.

Main point: Cohesiveness is the degree to which members feel connected to one another.

Answers must include:
a) Cohesiveness is the degree to which members feel connected with and committed to their group.

b) In highly cohesive groups, members spend more time interacting and express more positive feelings for one another than in groups that lack cohesion.
b) Members of highly cohesive groups also report more satisfaction and loyalty.

Answers may include:
a) Ways to enhance cohesiveness: Focus on shared and compatible goals; Celebrate progress toward goals; Establish shared expectations; Minimize competition between members; Establish interdependence; Recognize threats from outside the group; Build relationships; Share group experiences.

A-head: Communication in Small Groups

Objective: 11.6: Identify factors that influence communication in small groups and either help or hinder their success.

70. Why is it true that, in most cases, groups can produce higher-quality solutions than individuals working alone?

Main point: A number of techniques can enhance the success of problem-solving in groups, and adopting these generally leads to better outcomes than solutions arrived at individually.

Answers must include:

1. Groups have more resources than individuals; group members can catch errors; group work enhances buy-in; groups benefit from diverse ideas; groups are best at solving some problems.
2. Successful groups often follow a four-stage process when arriving at a decision: orientation, conflict, emergence, and reinforcement (also known respectively as the forming, storming, norming, and performing stages).

Answers may include:

1. Group work isn’t always the quickest way to accomplish a task or make a decision, and it takes time and effort.
2. The conditions most likely to favor group solutions are: when the job is beyond the capacity of one person; members are in a good position to help one another; the issue is important and has implications for many people; there is more than one solution and no easy answer.

A-head: Advantages of Group Problem Solving

Objective: 11.7: Assess the advantages and stages of group problem solving.