A.   department

B.   unit

C.   team

D.   group

A.   manager-led

B.   cross-functional

C.   virtual

D.   product design

A.   integrity and honesty in communicating with team members.

B.   being optimistic and generating positive energy.

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

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

A.   assignments are not clear or progress is slow.

B.   group cohesiveness needs to be improved.

C.   consensus needs to be built.

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

A.   speak clearly

B.   filter out distractions

C.   listen

D.   answer e-mails promptly

A.   interpersonal communication / routine maintenance

B.   downward communication / lateral communication

C.   upward communication / downward communication

D.   downward communication / upward communication

A.   members of a team change constantly.

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

C.   team members lack authority.

D.   team members operate in a social context.

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

B.   Write a meaningful subject line and avoid attachments.

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

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

A.   rich minimalism

B.   slim and sleek

C.   compact clam

D.   nouveau riche

A.   someone who is using blocking strategies

B.   a relationship builder

C.   a team leader

D.   a task facilitator

A.   virtual

B.   product design

C.   task force

D.   cross-functional

A.   15-20 percent

B.   35-40 percent

C.   5-10 percent

D.   25-30 percent

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

B.   management is willing to commit needed resources.

C.   managers fail to delegate authority.

D.   teams are willing to cooperate with other teams.

A.   accommodation.

B.   compromise.

C.   avoidance.

D.   competition.

A.   Conflict can paralyze an organization.

B.   Conflict is always problematic in an organization.

C.   Conflict generally makes people uncomfortable.

D.   Conflict can lead to less than optimal performance.

A.   encouraging disagreement with no fear of reprisal.

B.   assigning someone to play devil's advocate.

C.   building clarity into the situation.

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

A.   accommodation

B.   collaboration

C.   compromise

D.   avoidance

A.   caring for others

B.   denying requests made by others

C.   supervising others

D.   all of the above

A.   bartending

B.   overnight gas station attendant

C.   law enforcement

D.   education

A.   Listen more than you talk.

B.   Begin aggressively.

C.   Get the facts.

D.   Overcome your fear.

A.   low individual stress

B.   climate of distrust

C.   employee feelings of being demeaned with resulting lower morale

D.   excessive personal attacks

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

B.   a type of conflict between two people.

C.   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.

D.   a process that involves people disagreeing.

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.