A.   department

B.   team

C.   unit

D.   group

A.   product design

B.   manager-led

C.   cross-functional

D.   virtual

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

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

C.   being optimistic and generating positive energy.

D.   integrity and honesty in communicating with team members.

A.   consensus needs to be built.

B.   group cohesiveness needs to be improved.

C.   assignments are not clear or progress is slow.

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

A.   filter out distractions

B.   speak clearly

C.   answer e-mails promptly

D.   listen

A.   interpersonal communication / routine maintenance

B.   upward communication / downward communication

C.   downward communication / lateral communication

D.   downward communication / upward communication

A.   team members lack authority.

B.   members of a team change constantly.

C.   team members operate in a social context.

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

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

B.   Write a meaningful subject line and avoid attachments.

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

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

A.   slim and sleek

B.   nouveau riche

C.   rich minimalism

D.   compact clam

A.   a relationship builder

B.   a team leader

C.   a task facilitator

D.   someone who is using blocking strategies

A.   product design

B.   cross-functional

C.   task force

D.   virtual

A.   15-20 percent

B.   25-30 percent

C.   35-40 percent

D.   5-10 percent

A.   teams are willing to cooperate with other teams.

B.   managers fail to delegate authority.

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

D.   management is willing to commit needed resources.

A.   accommodation.

B.   avoidance.

C.   competition.

D.   compromise.

A.   Conflict is always problematic in an organization.

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

C.   assigning someone to play devil's advocate.

D.   building clarity into the situation.

A.   accommodation

B.   compromise

C.   collaboration

D.   avoidance

A.   caring for others

B.   denying requests made by others

C.   supervising others

D.   all of the above

A.   bartending

B.   education

C.   law enforcement

D.   overnight gas station attendant

A.   Get the facts.

B.   Listen more than you talk.

C.   Overcome your fear.

D.   Begin aggressively.

A.   employee feelings of being demeaned with resulting lower morale

B.   climate of distrust

C.   low individual stress

D.   excessive personal attacks

A.   a process that involves people disagreeing.

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

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 type of conflict between two people.

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

B.   a process that involves people disagreeing.

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.