Q&A Hero

Q: Briefly explain why the ability to work effectively in teams is so important in business.

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

Q: In the phenomenon of groupthink, the team may arrive at poor-quality decisions and even act unethically.

Q: Cross-functional teams perform several roles, even though they contain employees from the same department or division.

Q: 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). A) orientation B) reinforcement C) conflict D) brainstorming E) emergence

Q: ________ are informal standards of conduct that members share and that guide member behavior. A) Norms B) Expectations C) Dynamics D) Responsibilities E) Robert's Rules of Order

Q: ________ refers to working together to meet complex challenges. A) Collation B) Collaboration C) Gathering D) Dictating E) Conspiring

Q: 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. A) emergence phase B) reinforcement phase C) orientation phase D) brainstorming phase E) conflict phase

Q: 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) A) team-maintenance role. B) task-oriented role. C) self-oriented role. D) coordinating role. E) empathic role.

Q: A hidden agenda refers to A) a meeting agenda that is not revealed to others outside the meeting group. B) individuals harboring motives, which they conceal from the rest of the group. C) an agenda that members must look for before they can attend a meeting. D) an approach to group dynamics that helps facilitate group functioning. E) an agenda that is not shared until the meeting begins.

Q: Groupthink refers to A) the willingness of individual group members to withhold contrary or unpopular opinions, even when those objections are legitimate, and to favor majority opinion. B) the four-step decision-making process in groups. C) software programs that help groups make decisions. D) the basic rules that underlie a group's behavior and guide the group to make its decisions. E) putting others first instead of being selfish.

Q: Which one of the following is an indication of a dysfunctional team role? A) Encouraging B) Compromising C) Coordinating D) Initiating E) Diverting

Q: A ________ usually has a long life span and typically deals with regularly recurring tasks. A) task force B) work group C) committee D) problem-solving team E) groupthink team

Q: 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. A) orientation B) emergence C) brainstorming D) reinforcement E) conflict

Q: In participative management A) employees are involved in the company's decision making. B) all top-level managers participate in profit sharing. C) teams are discouraged in favor of individual achievement. D) an authoritarian management model is used. E) managers have exclusive control.

Q: 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. A) fair play strategy B) lose-lose strategy C) win-win strategy D) break-even strategy E) proactive behavior strategy

Q: Briefly explain the difference between an ethical dilemma and an ethical lapse.

Q: When people must choose between alternatives that aren't completely wrong or completely right, they are facing an ethical lapse.

Q: Plagiarism is only a problem in the classroom. In the business environment, it's just another term for information sharing.

Q: Ethics can be defined as not doing anything illegal.

Q: An ________ involves making choice that's clearly unethical. A) ethical lapse B) ethical slip C) ethical quandary D) ethical dilemma E) ethical decision

Q: An ethical ________ involves choosing between conflicting alternatives that are not clear-cut. A) lapse B) riddle C) enigma D) dilemma E) quandary

Q: An intentional false statement that damages someone's character or reputation is A) defamation. B) a violation of transparency requirements. C) legal, but unethical. D) a violation of the FTC. E) considered to be a promotional communication.

Q: Within the context of social media, the term ________ refers to a sense of openness, of giving all participants access to the information they need to understand the messages they are receiving. A) transformation B) transubstantiation C) transparency D) transcendence E) translucency

Q: Attempting to promote products and services to customers who don't know they're being marketed to is known as ________ marketing. A) viral B) surprise C) undercover D) stealth E) hidden

Q: To help establish clear guidelines for ethical behavior, many companies provide employees a written A) ethics audit. B) ethical dilemma. C) ethical lapse. D) code of ethics. E) ethics contract.

Q: Which of the following is an example of an ethical lapse? A) putting unsigned suggestions in the company suggestion box B) sharing confidential information with a new employer about your previous (competing) employer's major clients C) telling your supervisor that another employee is stealing office supplies D) providing incorrect data in a report, even though you did not know it was incorrect at the time E) sharing a negative earnings report with your supervisor

Q: Which of the following is an example of an ethical dilemma? A) deciding whether or not to inform employees that layoffs are coming as they work on finishing a big project B) deciding whether or not to tell an employee that he needs to improve his performance C) deciding whether or not to use the copy machine for personal papers D) deciding whether or not to declare the costs of your vacation travel as a deductible business expense E) deciding whether to use your corporate credit card to buy fuel for a personal trip

Q: With the exception of ________, all of the following represent unethical communication. A) using technical jargon B) selective misquoting C) distorting visuals D) plagiarizing the work of others E) omitting information that doesn't support your argument

Q: Which of the following is not a characteristic of ethical communication? A) It includes all relevant information. B) It is intended to hide some negative information. C) It is true in every sense. D) It is not deceptive in any way. E) It is not manipulative in any way.

Q: The accepted principles of conduct that govern behavior within a society are known as A) laws. B) social guidelines. C) ethics. D) protocols. E) work rules.

Q: Explain the concept of gamification and how companies are using this tool to reach a larger audience.

Q: Explain the "information technology paradox."

Q: Which of the following can result from the use of social networking sites used while at work? A) sexual harassment lawsuits B) increased gamification C) increased productivity D) greater employee engagement E) increased hours on the job

Q: To increase employee connections, the sharing of ideas and improve brainstorming, some companies use A) product champions. B) gamification. C) location aware devices. D) information addiction. E) information technology paradox.

Q: Which of the following best describes gamification? A) an online tracking system to monitor employees' use of social media B) a mobile app designed to improve customer service C) adding game playing aspects to a business activity or process D) an online collaboration system between an organization and its suppliers E) an online game designed to train salespeople

Q: Why are some companies adding gamification to their mobile apps? A) to reduce customer stress levels while they are on hold B) to improve the computational speed on corporate information systems C) to reduce the need for expensive customer service calls D) to increase user engagement E) to reduce employee headcount and other fixed costs.

Q: Receiving more information than that which can be utilized results in A) increased stress at home. B) decreased stress on the job. C) increased productivity. D) information domination. E) a sense of urgency.

Q: Receiving more information than that which can be processed is referred to as A) gap. B) information technology paradox. C) gamification. D) transparency. E) information overload.

Q: Which of the following best describes the role of technology in the communication process? A) an aid to interpersonal communication B) a replacement for face-to-face communication C) a tool to replace essential skills D) a source of data to minimize human error E) a tool to fill the gaps in a skill set

Q: Which of the following can hinder effective communication? A) keeping technology use in perspective B) using the computer whenever possible C) guarding against information overload D) communicating in person E) avoiding information addiction

Q: Facebook, Twitter, YouTube, and other technologies are key elements of the ________, in which information tools can waste as much time as they save. A) social media conundrum B) time-space continuum C) information technology paradox D) digital efficiency enigma E) gamification revolution

Q: Which of the following is the best solution to technology-related problems such as inappropriate use of the web and social media in the workplace? A) forbidding employees to use the web while they are in the office B) requiring employees to turn off their smartphones when they arrive for work C) developing clear policies that are evenly enforced D) rewarding employees who call your attention to those who are using these technologies inappropriately E) "going green" by removing all electronic devices (except telephones) from the office

Q: The "information technology paradox" refers to A) widespread confusion over how to utilize email and IM. B) the idea that technology has cut down interpersonal communication in business. C) the idea that the use of information technology can waste as much time as it saves. D) frustration surrounding incompatibility between Apple and Microsoft operating systems. E) none of the above.

Q: How can the overuse or misuse of communication technology become a barrier to effective communication?

Q: Messages can be blocked or distorted by filters, any human or technological interventions between the sender and the receiver.

Q: Factors such as poor acoustics and uncomfortable meeting rooms can be annoying, but they don't affect communication.

Q: You can help to reduce information overload if you avoid sending unnecessary messages.

Q: Companies that use the mobile-first approach A) allow employees to bring their mobile devices to work. B) design their websites for optimum viewing on smartphones and tablets. C) control operating costs through telecommuting and other nontraditional work models. D) ignore traditional standards of grammar, punctuation, and spelling when writing messages. E) work to minimize device size and increase portability.

Q: Companies are wrestling with the ________, in which employees want to use their personal tablets and smartphones to access company networks and files. A) BAPD phenomenon B) BMSP phenomenon C) BYOD phenomenon D) BCNU phenomenon E) BMPD phenomenon

Q: When used well, mobile connectivity can A) increase expertise in an organization. B) limit crisis communication. C) allow for thorough research. D) decrease time needed for decision making. E) decrease corporate security issues.

Q: Which of the following is an advantage of improved mobile tools for the workplace? A) increased security controls B) location-aware content C) standardized writing D) minimized distractions E) increased connectivity

Q: As social media prevents people from fully disengaging from work while allowing flexibility to meet personal and professional obligations, ________ become(s) increasingly important. A) nontraditional work models B) larger display screens C) 24/7 connectivity D) text messaging uniformity E) accelerometers

Q: The phrase ________ describes the ability to send vast amounts of data instantly, constantly, and globally. A) mobile first B) radical connectivity C) disruptive technology D) mobile friendly E) mobile revolution

Q: To become more user friendly, some companies have incorporated a ________ approach to technology. A) customer first B) data first C) mobile first D) security first E) social media first

Q: For a majority of smartphone users, ________ is the primary use of the smartphone technology. A) phone conversation B) storage of data files C) web browsing D) emailing E) mobile app accessibility

Q: Globally, roughly ________ percent of Internet users access the web at least some of the time with a mobile device. A) 40 B) 50 C) 60 D) 70 E) 80

Q: Which of the following is a benefit for companies who integrate mobile technology? A) an increase in employee productivity B) more distancing in relationships with business partners C) limited opportunity for competitors to be innovative D) data security E) ease of access of information between the company and the consumers

Q: By providing ________, such as facility maps and property information, mobile technology can allow users to experience more of their environment and access information instantly. A) digital domiciles B) location-aware content C) social-media catalogues D) multimedia relationships E) embedded links

Q: People who've grown up with ________ expect to have immediate access to information and the ability to stay connected to their various social and business networks. A) multifunctional communication technology B) desktop communication technology C) personal communication technology D) mobile communication technology E) mass communication technology

Q: All of the following except ________ are characteristics of social media and mobile communication. A) forcing professionals to develop new skills B) altering relationships between senders and receivers C) changing the nature of communication D) creating countless opportunities but few meaningful challenges E) managing disruptive technology

Q: Describe four common types of communication barriers.

Q: Outline the eight steps of the communication process.

Q: Briefly explain how social media have changed the way customers and other groups engage in business communication.

Q: Briefly explain the nature and importance of the final phase in the communication process.

Q: What is selective perception?

Q: Briefly explain the concept of corporate culture.

Q: In what way has the social communication model enabled a new approach to business communication?

Q: If an incoming message doesn't fit into a person's view of reality, then he or she may use ________ to distort or ignore that information. A) myopic introspection B) cognitive reconstruction C) selective perception D) creative interpretation E) cognitive interpretation

Q: In the communication process, ________ describes the step in which the audience extracts the idea from a message. A) extracting B) encoding C) translating D) decoding E) transmitting

Q: When a sender puts an idea into a message, the sender is ________ the idea. A) transmitting B) encoding C) developing D) decoding E) shaping

Q: ________ is the process of transferring information and meaning between senders and receivers. A) Reflection B) Projection C) Communication D) Illumination E) Conjecture

Q: As a contemporary approach to business communication, the ________ is interactive, conversational, and usually open to all who wish to participate. A) reflexive communication model B) computer-assisted communication model C) social communication model D) give-and-take communication model E) downward communication model

Q: Whereas traditional Business Communication tends to emphasize ________, Business Communication 2.0 focuses more on ________. A) discussion; lecture B) collaboration; isolation C) control; influence D) permission; intrusion E) personal computing; social media

Q: A manager hears the part of a message that supports his agenda, but doesn't seem to notice evidence that contradicts his point of view. The manager is engaging in A) discrimination. B) misreading. C) selective perception. D) stereotyping. E) information overload.

Q: The ________ is the form a message takes and the ________ is the system used to deliver the message. A) channel; medium B) medium; channel C) schema; pipeline D) package; tunnel E) schema; channel

Q: Information overload is A) a real problem that can lead to exhaustion and interfere with personal relationships. B) a false condition concocted by workers who fear technology and its capabilities. C) a condition that affects only those who work in high-tech jobs. D) especially prevalent among elderly Americans. E) an accepted aspect of mobile technology.

Q: Which of the following is an example of Business Communication 2.0 in action? A) A manager sends out weekly newsletters to employees. B) An electronics store invites customers to submit YouTube videos showing how to install home theater systems. C) An advertising firm creates a television commercial for a local automobile dealer. D) A small business owner rents sign space on neglected downtown buildings to promote revitalization efforts. E) All of the above are examples of Business Communication 2.0.

Q: The 2.0 approach to business communication differs from the traditional approach because it encourages audiences to A) become active participants in the communication. B) listen compliantly and passively. C) absorb the information the sender shares. D) remain aloof when communicating in business. E) use introspection as the pathway to success.

Q: Most companies that embrace Business Communication 2.0 A) completely abandon the traditional approach to communication. B) will eventually return to a 1.0 approach, since the technology turns out to be too complicated for most employees. C) adopt a hybrid approach to communication, in which some messages follow the traditional model and others follow the 2.0 approach. D) adopt a downward communication model. E) follow a social model to communication.