A.   department

B.   unit

C.   group

D.   team

A.   virtual

B.   product design

C.   cross-functional

D.   manager-led

A.   being optimistic and generating positive energy.

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

C.   integrity and honesty in communicating with team members.

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

A.   group cohesiveness needs to be improved.

B.   assignments are not clear or progress is slow.

C.   consensus needs to be built.

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

A.   listen

B.   answer e-mails promptly

C.   filter out distractions

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 operate in a social context.

B.   team members lack authority.

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

D.   members of a team change constantly.

A.   Write a meaningful subject line and avoid attachments.

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

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.   compact clam

B.   rich minimalism

C.   slim and sleek

D.   nouveau riche

A.   someone who is using blocking strategies

B.   a relationship builder

C.   a task facilitator

D.   a team leader

A.   product design

B.   virtual

C.   task force

D.   cross-functional

A.   35-40 percent

B.   15-20 percent

C.   5-10 percent

D.   25-30 percent

A.   management is willing to commit needed resources.

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

C.   managers fail to delegate authority.

D.   teams are willing to cooperate with other teams.

A.   compromise.

B.   avoidance.

C.   accommodation.

D.   competition.

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.   assigning someone to play devil's advocate.

B.   building clarity into the situation.

C.   encouraging disagreement with no fear of reprisal.

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

A.   collaboration

B.   compromise

C.   avoidance

D.   accommodation

A.   supervising others

B.   caring for others

C.   denying requests made by others

D.   all of the above

A.   bartending

B.   law enforcement

C.   education

D.   overnight gas station attendant

A.   Listen more than you talk.

B.   Overcome your fear.

C.   Get the facts.

D.   Begin aggressively.

A.   excessive personal attacks

B.   employee feelings of being demeaned with resulting lower morale

C.   climate of distrust

D.   low individual stress

A.   a process that involves people disagreeing.

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

A.   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.

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 that involves people disagreeing.

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