Technical Communications Seventh Canadian Edition by John M. Lannon

Technical Communications Seventh Canadian Edition by John M. Lannon

Chapter 4

1) Conflict within work groups is

a. unnatural and should be avoided.

b. rare and not worth our attention.

c. common and worthy of careful study.

d. usually caused by poor leadership.

Answer: c

Diff: 1

Type: MC

Page Reference: 55

Topic: Conflict Within Groups

LO: understand the factors that contribute to successful group work

2) The most effective method of resolving conflict is

a. direct exercise of authority and power.

b. using collaborative approaches.

c. avoiding conflict at all cost.

d. working behind the scenes to discredit the other side in the conflict.

Answer: b

Diff: 1

Type: MC

Page Reference: 57

Topic: Resolving Conflict Collaboratively

LO: understand the factors that contribute to successful group work

3) In business settings, women are likely to

a. take as much time as men in exploring issues and building consensus.

b. take more time than men in exploring issues and building consensus.

c. be more forceful than men in expressing opinions.

d. be less tactful then men in expressing their views.

Answer: b

Diff: 3

Type: MC

Page Reference: 56

Topic: Gender And Cultural Differences In Collaborative Groups

LO: understand the factors that contribute to successful group work

4) In 2011 an ESI International study found that

a. the majority of organizations value and facilitate internal collaboration

b. less that one out of three organizations provide the proper framework for collaborative work groups

c. rigid work structures within companies facilitate collaboration

d. most organizations  invest heavily in skills training to improve collaboration

Answer: b

Diff: 3

Type: MC

Page Reference: 53

Topic: Operating In Groups

LO: identify the skills needed to collaborate with others in producing technical

documents

5) Effective group communication requires each participant to

a. formally adopt a group maintenance role such as an encourager, or a gatekeeper.

b. fulfill all of the task roles such as initiating, seeking information, or summarizing.

c. informally complete one or more task roles.

d. support the group leader.

Answer: c

Diff: 3

Type: MC

Page Reference: 54

Topic: Operating In Groups

LO: understand the factors that contribute to successful group work

6) Listening “actively” to another person requires the listener to focus on

a. certain key phrases that reveal the speaker’s intentions.

b. the message, not on what the listener plans to say next.

c. the speaker’s nonverbal cues.

d. the beginning and the end of the speaker’s remarks (when the key information is given).

Answer: b

Diff: 3

Type: MC

Page Reference: 54

Topic: Overcoming Difficulties By Active Listening

LO: understand the factors that contribute to successful group work