A.   department

B.   team

C.   group

D.   unit

A.   cross-functional

B.   product design

C.   virtual

D.   manager-led

A.   being clear and consistent; letting members know what's expected of them.

B.   willingness to let team members work on their own without asking them what they are doing and how the job is going.

C.   integrity and honesty in communicating with team members.

D.   being optimistic and generating positive energy.

A.   group cohesiveness needs to be improved.

B.   people on the team aren't getting along.

C.   consensus needs to be built.

D.   assignments are not clear or progress is slow.

A.   speak clearly

B.   filter out distractions

C.   answer e-mails promptly

D.   listen

A.   downward communication / lateral communication

B.   interpersonal communication / routine maintenance

C.   upward communication / downward communication

D.   downward communication / upward communication

A.   team members operate in a social context.

B.   team members lack authority.

C.   members of a team change constantly.

D.   team members are individually accountable for achieving team goals.

A.   Assume privacy but be careful in addressing your email so it reaches the right person.

B.   Keep the message focused and readable and be kind-don't flame.

C.   Identify yourself clearly in the first few lines and proofread.

D.   Write a meaningful subject line and avoid attachments.

A.   nouveau riche

B.   rich minimalism

C.   compact clam

D.   slim and sleek

A.   a relationship builder

B.   someone who is using blocking strategies

C.   a task facilitator

D.   a team leader

A.   task force

B.   product design

C.   cross-functional

D.   virtual

A.   25-30 percent

B.   35-40 percent

C.   15-20 percent

D.   5-10 percent

A.   managers fail to delegate authority.

B.   team members are willing to commit to a common goal.

C.   management is willing to commit needed resources.

D.   teams are willing to cooperate with other teams.

A.   competition.

B.   avoidance.

C.   accommodation.

D.   compromise.

A.   Conflict generally makes people uncomfortable.

B.   Conflict can paralyze an organization.

C.   Conflict can lead to less than optimal performance.

D.   Conflict is always problematic in an organization.

A.   assigning someone to play devil's advocate.

B.   creating competition between teams or individuals with a bonus for those with the best solution.

C.   encouraging disagreement with no fear of reprisal.

D.   building clarity into the situation.

A.   compromise

B.   collaboration

C.   accommodation

D.   avoidance

A.   caring for others

B.   denying requests made by others

C.   supervising others

D.   all of the above

A.   overnight gas station attendant

B.   education

C.   law enforcement

D.   bartending

A.   Get the facts.

B.   Begin aggressively.

C.   Overcome your fear.

D.   Listen more than you talk.

A.   employee feelings of being demeaned with resulting lower morale

B.   excessive personal attacks

C.   climate of distrust

D.   low individual stress

A.   a process that involves people disagreeing.

B.   a type of conflict that arises when a person is uncertain about what is expected or wanted or has a sense of being inadequate to the task.

C.   conflict that takes place between different groups such as between different departments.

D.   a type of conflict between two people.

A.   a process that involves people disagreeing.

B.   a process where an outside third party enters the situation with the goal of assisting the parties to reach an agreement.

C.   a process whereby two or more parties work toward an agreement.

D.   a process that involves bringing in a third party who has the authority to act as a judge and will make a decision to which parties must adhere.