A.   department

B.   team

C.   group

D.   unit

A.   product design

B.   virtual

C.   cross-functional

D.   manager-led

A.   being optimistic and generating positive energy.

B.   integrity and honesty in communicating with team members.

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

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

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

B.   assignments are not clear or progress is slow.

C.   consensus needs to be built.

D.   group cohesiveness needs to be improved.

A.   listen

B.   filter out distractions

C.   answer e-mails promptly

D.   speak clearly

A.   downward communication / upward communication

B.   interpersonal communication / routine maintenance

C.   downward communication / lateral communication

D.   upward communication / downward communication

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

B.   members of a team change constantly.

C.   team members operate in a social context.

D.   team members lack authority.

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

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

C.   Write a meaningful subject line and avoid attachments.

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

A.   rich minimalism

B.   nouveau riche

C.   slim and sleek

D.   compact clam

A.   a relationship builder

B.   a team leader

C.   someone who is using blocking strategies

D.   a task facilitator

A.   product design

B.   cross-functional

C.   virtual

D.   task force

A.   35-40 percent

B.   15-20 percent

C.   5-10 percent

D.   25-30 percent

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

B.   managers fail to delegate authority.

C.   management is willing to commit needed resources.

D.   teams are willing to cooperate with other teams.

A.   competition.

B.   accommodation.

C.   compromise.

D.   avoidance.

A.   Conflict can lead to less than optimal performance.

B.   Conflict is always problematic in an organization.

C.   Conflict generally makes people uncomfortable.

D.   Conflict can paralyze an organization.

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

B.   encouraging disagreement with no fear of reprisal.

C.   building clarity into the situation.

D.   assigning someone to play devil's advocate.

A.   compromise

B.   avoidance

C.   collaboration

D.   accommodation

A.   denying requests made by others

B.   caring for others

C.   supervising others

D.   all of the above

A.   overnight gas station attendant

B.   law enforcement

C.   education

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.   climate of distrust

C.   low individual stress

D.   excessive personal attacks

A.   a type of conflict between two people.

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.   a process that involves people disagreeing.

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

A.   a process that involves people disagreeing.

B.   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.

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

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