BA 105 Ch. 2: Manners and Business Etiquette, Virtual Teams, Nonverbal Communication

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A good agenda includes any pre-meeting preparation expected of participants.
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True
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Which of the following statements about manners and business etiquette is most accurate?
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Employers are more likely to hire and promote someone who is courteous and professional.
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Which of the following statements about facial expressions and posture is the least accurate?
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Standing up straight can make a person look arrogant
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Alyssa wants to become a better listener in the workplace. Which of the following is the best technique she can do to improve her listening skills?
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Rephrase and summarize the speaker’s message in her own words.
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Businesses form teams because teams make better decisions, respond faster, and
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demonstrate increased productivity.
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Most of us listen at about 75 percent efficiency.
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False
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Malcolm is part of a team developing a new smartphone app to track traffic patterns. Because team members are located throughout the country, they don’t meet in person. Instead, they use communication technology to collaborate on the project. Because members use technology to stay connected, Malcolm is part of a
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virtual team.
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Which of the following statements about conflict is most accurate?
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Conflict is a normal part of every workplace and every team.
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Experts say that we ignore, forget, distort, or misunderstand
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75 percent of everything we hear.
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During a meeting Matthew and Jennifer get into an argument about how to prepare a proposal. What is the first step they should take to try to resolve this conflict?
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Listen carefully to make sure they understand the problem.
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Virtual teams may be global or local.
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True
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Which of the following statements about ending a meeting is most accurate?
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No one should leave the meeting without a full understanding of what was accomplished.
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Alfonso has been invited to attend his first sales meeting and wants to be an active and productive member from the very beginning. Which of the following should he do to make a good impression?
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Come prepared to the meeting by doing any preliminary work required.
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A major problem with virtual meetings is that words and tone can be easily misinterpreted.
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True
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You are attending your first workplace meeting and want to make a good impression. You should try to take credit for everything to show how valuable you are.
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False
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Which of the following statements about listening to customers is least accurate?
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Companies should hire employees who already possess good listening skills because training employees in this area is usually ineffective.
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Today’s communication technologies allow employees to exchange ideas, brainstorm, build consensus, and develop personal relationships virtually.
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True
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When your department head Ms. Westlake arranges chairs informally in a circle during a meeting, what kind of message is she sending?
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A nonverbal message that she is encouraging an open, egalitarian exchange of ideas
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Oral and written communication skills, listening proficiency, nonverbal behavior, and etiquette expertise are all examples of soft skills.
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True
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Eye contact has the same in meaning in all cultures.
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False
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The most effective groups and teams have members who are willing to
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establish rules and abide by those rules.
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Khalida is responsible for planning a virtual meeting with participants on three different continents. What should she do before the meeting takes place to ensure that it is productive?
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Khalida should do all of these.
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Riley is a customer service representative and has just gone through training to improve his listening skills. Which of the following skills was he most likely taught that will make him a better listener?
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Remain silent for a few seconds after a customer finishes to be sure the thought is completed.
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Sam is in charge of conducting a meeting during which a major company decision about reorganization will be made. Whom should he invite?
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Sam should invite all of these.
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Jessica’s team is experiencing considerable conflict and tension as they get used to working with one another. They are most likely in the forming phase of team development.
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False
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A method of group decision making where group members bargain and negotiate to reach a middle ground is known as consensus.
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False
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Which of the following sends the least positive nonverbal message?
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An employee sends her colleagues an e-mail message that contains several misspellings and grammatical errors.
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A committee has been formed to develop the company’s five-year strategic plan. The committee members are just starting to get to know one another and are attempting to bond. What phase of team development are they experiencing?
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Forming
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Eye contact, facial expressions, body movements, space, time, distance, and appearance are all examples of nonverbal communication.
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True
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What is the least accurate statement about workplace teams?
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Decisions reached by teams usually get less buy-in than decisions reached individually.
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Melinda has agreed to be a team leader in her organization and wants to make sure that the team is ethically responsible. What advice would you give her?
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Sarah (Melinda) should do all of these as team leader.
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Frederick manages the Human Resources Department for his company. The due dates for payroll reports will be changing slightly, and he needs to communicate this information to all company managers. Allan should
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send an e-mail or text message to inform the management staff.
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All teams eventually reach the final stage of team development of performing.
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False
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Morgan has just been appointed to a task force and wants to be a positive member. Which of the following is the best advice you can give her?
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Share her ideas with other team members, even if they might not be adopted.
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Which of the following is not a form of nonverbal communication?
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The adjectives used in a sales letter
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Conflict is a normal part of every workplace and every team.
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True
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Which of the following is the best advice for sending professional e-mails on the job?
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Use complete sentences and proper punctuation.
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Alexis is listening to her colleague and must judge and evaluate what he is saying. She is listening to decide whether her colleague’s message is fact, fiction, or opinion. Sharon is engaging in discriminative listening.
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False
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Select the most accurate statement about eye contact.
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Communicators consider the eyes to be the most accurate predictor of a speaker’s true feelings and attitudes.
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Which of the following is a typical ground rule for virtual meetings?
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All of these are typical virtual meeting ground rules.
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A working group was formed to rewrite the company’s mission statement. The members have been meeting for quite some time. They are extremely loyal to one another and have figured out how to solve any conflicts that might arise. Information is flowing freely, they are happy with their results, and they will soon meet the deadline set by management. What phase of team development are they experiencing?
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Performing
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Claudia is putting together a team to brainstorm product development ideas. Because she wants her team to be successful, the team should
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develop procedures to guide them.
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Katelyn is in charge of a department meeting, and two of her colleagues are in conflict about a specific issue. What should Katelyn do?
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Encourage each to make a complete case while group members give their full attention.
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Which of the following is an example of a soft skill?
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Being able to work well as part of a team
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Which of the following statements about meeting agendas is most accurate?
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An agenda should include any pre-meeting preparation expected of participants.
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Stephanie is about to start her first full-time job after earning her degree and wants to appear as professional as possible. What advice would you give her?
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All of these choices will help Stephanie appear more professional.
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Good listening skills are needed for employees at every level.
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True
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In the workplace it is important to respect coworkers’ space by minimizing speakerphone use and avoiding the use of heavy perfumes or colognes.
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True
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Which of the following is the most accurate statement about etiquette and courtesy in today’s workplace?
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Etiquette is more about attitude than about formal rules of behavior.
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Gwen is leading a meeting and wants to make sure that they stick to the agenda and end on time. What should she do to move the meeting along?
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Generate a list of important but divergent topics that should be discussed later.
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Unlike in face-to-face meetings, ground rules are not needed in virtual meetings.
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False
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Which of the following statements about time and space is the most accurate?
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How we structure and use time tells observers about our personality and attitudes.
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Listening to customers usually results in increased sales and profitability, as well as improved customer retention.
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True
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Peter was just hired as an accounting assistant and wants to make a good impression in his new position. What should he do when listening to his supervisor?
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Show his interest by leaning forward and striving for good eye contact.
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Which is the most accurate statement about nonverbal communication?
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Nonverbal messages in some situations speak louder than the words spoken.
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Several factors may cause poor listening habits. Which of the following is not one of these factors?
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Physical hearing disability
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As meeting leader, Benjamin should always begin on time, even if some participants have not yet arrived.
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True
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A committee has been formed to study the feasibility of starting a wellness program. The members have just gone through some rough times, but tensions have now subsided and information is starting to flow among members. What phase of team development are they experiencing?
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Norming
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Michela will be taking charge of her first virtual meeting. What should she do to make sure all participants are collaborating successfully during the meeting?
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Project an upbeat, enthusiastic, strong voice.
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Soft skills such as listening, writing, and speaking are most likely to determine hiring and career success.
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True
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Renzo uses his computer to access an online meeting room where he takes part in meetings with his department members. In this meeting room, participants are able to present PowerPoint slides and Word documents, share spreadsheets, demonstrate products, visit Web pages, and use a white board. Renzo and his colleagues are using what type of collaboration technology?
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Web conferencing
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Which of the following statements about virtual meetings is most accurate?
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Two of the most significant reasons for the shift to virtual meetings are saving travel costs and reducing employee fatigue.
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Select the most accurate statement about meetings.
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Meetings should be viewed as opportunities to demonstrate leadership, communication, and problem-solving skills.
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Generally, teams are able to make better decisions.
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True
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An interview committee must decide which interviewee to hire as the company’s new project manager. Committee members have decided to vote and then hire the candidate receiving the most votes. What method for reaching group decisions is this team using?
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Majority
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When following the six-step pattern for dealing with conflict, the first thing you should do is to look for common ground.
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False
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Richard is attending an important board meeting with his colleagues to discuss future plans for the company. Many ideas are being presented, and Richard is carefully judging and evaluating what he is hearing. He is also listening to decide whether the speaker’s message is fact, fiction, or opinion. Richard is engaging in
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critical listening.
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Suzanne arrives 15 minutes late for the marketing department’s monthly meeting. The nonverbal message Suzanne is sending is negative.
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True
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Lindsay is planning a meeting to develop a new procedure for handling employee grievances. How many participants should she invite?
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Five or fewer
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Elizabeth spends a lot of time listening to her colleagues during meetings. Because she must remember what they say, she is always careful to identify main ideas and recognize the purpose of their messages. Elizabeth is engaging in
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discriminative listening.
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Which of the following statements about listening is most accurate?
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Three quarters of high-quality communication involves listening.
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A task force must decide whether the company should go public and start selling its stock. Task force members have decided to continue their discussion until all team members have aired their opinions and, ultimately, agree. What method for reaching group decisions is this team using?
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Consensus
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Stephen will be starting a new job soon and wants to exhibit proper business etiquette in his new workplace. What is the best advice you can give him?
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Send written thank-you notes to express sincere appreciation and praise.

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