ch18

Student: ___________________________________________________________________________

1. Group messages fall into three categories; different messages are appropriate at different points in a
group’s development.
True False
2. Informational messages focus on establishing the method and process of communication in a group.
True False
3. Interpersonal messages focus on people, promoting friendliness, cooperation, and group loyalty.
True False
4. Insistence on information during orientation tends to enhance a group’s long-term productivity.
True False
5. Interpersonal communication is needed to resolve the conflicts that arise during the formation stage of a
group.
True False
6. Coordination is the longest phase of a group's development, during which most of the group's work is
done.
True False
7. In formalization, the group seeks to restore earlier conflicts.
True False
8. Coordinating and evaluating are positive actions that help a group achieve its task goals.
True False
9. Encouraging participation and listening actively are positive group roles that help a group build loyalty,
function smoothly, and resolve conflicts.
True False
10. Joking and suggesting breaks are pronounced negative actions that always hamper the smooth functioning
of groups.
True False
11. Clowning involves making unproductive jokes and diverting the group from the task.
True False
12. A person who implies that he or she has the best ideas and can do the best work is a born leader.
True False
13. Informational leaders monitor the group’s process, check people’s feelings, and resolve conflicts.
True False
14. In many groups, the different kinds of leadership are taken on by a single person.
True False
15. As a group leader, you should neither tell people about your own work style and obligation, nor ask
others to share their styles and obligations.
True False
16. Presenting your ideas as suggestions to the group is the most effective way of indicating that you expect
your views to prevail.
True False
17. To lead without being arrogant, leaders should look at their goal and identify the steps needed to get
there.
True False
18. Volunteering hurts the interests of both the individual and the group.
True False
19. Groupthink is the tendency for groups to reward dissent.
True False
20. Encouraging disagreement or assigning someone to be the devil's advocate helps rectify groupthink.
True False
21. Conflicts will arise in any group of intelligent people who care about the task at hand.
True False
22. Ignoring a conflict is the best strategy to make it go away.
True False
23. Different conversational styles or cultural differences can create apparent conflicts when no real
disagreement exists.
True False
24. In conflict situations, counterattacking always leads to the diffusion of conflict.
True False
25.
True False

Constructive ways to respond to criticism and get closer to the real concern include paraphrasing and
checking for feelings.

26. The "you" statements that many people use when they’re angry illustrate you-attitude.
True False
27. Collaborative writing cannot be done by large groups.
True False
28. When you plan a collaborative writing project, you should build some leeway into your deadlines.
True False
29. While revising a collaborative document, you should evaluate the content and discuss possible revisions
as a group in order to enhance the effectiveness of the revision process.
True False
30. Since talking is "looser" than writing, people in a group can think they agree when they don’t while
creating a co-authored document.
True False
31. Which of the following is not a stage of group development?
A. Formation
B. Orientation
C. Formalization
D. Coordination
E. All of the above refer to the different stages of group development.
32. Which of the following is true of the different stages of group development?
A. During formation, group members begin to define their tasks and goals.
B. The orientation stage of a group's development is dominated by conflicts among group members.
C. Coordination is the longest phase, during which most of the group’s work is done.
D. During formalization, conflicts arise as the group chooses a leader.
E. All of the above.
33. Which of the following is true of the orientation stage of group development?
A. Insistence on information in this first stage can hurt the group’s long-term productivity.
B. During orientation, conflicts almost always arise when the group chooses a leader and defines the
problem.
C. Orientation is the longest phase, during which most of the group’s work is done.
D. In the orientation stage, conflict occurs as the group debates alternate solutions to problems.
E. In this final stage, the group seeks consensus.
34. _____ is needed to resolve the conflict that surfaces during the formation phase of group
development.
A. Groupthink
B. Dominating the group
C. Interpersonal communication
D. Withdrawing
E. None of the above
35. Which of the following happens during the formalization stage of group development?
A. The group seeks to forget earlier conflicts.
B. The leader clarifies roles for individuals in the group.
C. Group members meet and begin to define their task.
D. The group restores earlier conflicts and opposes reconciliation.
E. The group avoids implementing decisions.
36. Which of the following positive roles played by people in groups involves asking questions and
identifying gaps in the group’s knowledge?
A. Seeking information and opinions
B. Encouraging participation
C. Summarizing
D. Evaluating
E. Coordinating
37. David, Joseph, Remy, Martina, and Lily have newly joined Nimbus Inc. They have been recruited to
work on a new project for an overseas client. Noticing that Martina, Lily, and Remy remained reserved
and anxious, David and Joseph suggested that they go out for a coffee break and get to know each other.
Which of the following roles are David and Joseph performing in this instance?
A. Solving interpersonal problems
B. Evaluating
C. Relieving tensions
D. Checking feelings
E. Clowning
38. Which of the following is true of the different roles that people play in groups?
A. Positive roles and actions do not help a group resolve internal conflicts.
B. Clowning involves making unproductive jokes.
C. Blocking implies comparing group process and products to standards and goals.
D. Showing group members that they have been heard and that their ideas are being taken seriously is a
sign of blocking.
E. Withdrawing helps build loyalty and resolve conflicts.
39. Groups that never express conflict are possibly experiencing _____.
A. anomie
B. rapid organizational change
C. blocking
D. groupthink
E. group disintegration
40. Jason, an employee of Cirrus Inc., was delivering an intense presentation on fire-safety to his colleagues.
This presentation was initiated after a fire accident caused grievous injuries to two employees a few days
back. When Jason was talking about the fire escape routes, Trevor, who was standing at the back, cracked
a joke. This disturbed the momentum of the presentation as the attention of the group was diverted from
the serious presentation to a light-hearted joke. In this instance, Trevor engaged in _____.
A. sterotyping
B. dominating
C. clowning
D. withdrawing
E. relieving tensions
41. Which of the following is true of leading a group?
A. When groups form, everyone wants to "lead."
B. A person does not have to be arrogant to lead a group.
C. Being a leader means doing most of the group's work all alone.
D. Someone who implies that he or she does the best work is the most suitable to lead a group.
E. Dictatorial leaders are the most popular in collaborative writing teams.
42. Which of the following is true of effective leaders?
A. Effective leaders are most likely to adopt a dictatorial style of leadership.
B. Effective leaders are mostly arrogant.
C. Effective leaders avoid asking others to share their work styles and obligations.
D. Effective leaders encourage groupthink.
E. Effective leaders look at the goal and identify the steps needed to get there.
43. A subordinate tells you that he is upset with the treatment he receives from his peers. He wants your help
to resolve the conflict. A good first response would be to:
A. ask him to solve his own problems.
B. tell him about your problems with the same people.
C. ask him to be arrogant with those who maltreats him.
D. acknowledge his feelings.
E. none of the above.
44. To reduce the number of conflicts in a group, you should:
A. avoid discussing problems.
B. ask group members to deal with their problems independently.
C. adopt a dictatorial style of leadership.
D. make responsibilities and ground rules clear at the beginning.
E. none of the above.
45. Which of the following is the final step in the five-step procedure of conflict resolution?
A. Make sure that all the people involved in the conflict really disagree.
B. Check to see that everyone's information is correct.
C. Discover the needs each person is trying to meet.
D. Search for alternative solutions to a given problem.
E. Repair bad feelings that arise from a conflict.
46. Which of the following sentences displays good you-attitude?
A. Why have you submitted last year's sales report instead of this year's?
B. You should learn to be more careful when editing documents.
C. I think that the quality of this document can be improved with proofreading.
D. I don't think you have the necessary knowledge or skills to complete this simple task.
E. You must get this work done within an hour.
47. Which of the following is a purpose of checking inferences?
A. To articulate unspoken ideas and feelings
B. To suggest to the critic that you are trying to hear what he or she is saying
C. To allow one time to think about a problem
D. To communicate the feeling that you care about resolving the conflict
E. None of the above
48. Which of the following situations encourages collaboration?
A. When the stakes for the task are visibly low
B. When a group is headed by an autocratic leader
C. When the task is too small or simple
D. When a group representing different perspectives must reach a consensus
E. All of the above
49. Collaborative writing is most successful when:
A the group articulates its understanding of the document’s purposes and audiences and explicitly
. discusses the best way to achieve these rhetorical goals.
B. the group experiences groupthink and is fairly prompt in punishing dissent.
C. the members of a group work in isolation and are not required accommodate each other’s styles.
D. both A and B.
E. none of the above.
50. Which of the following is a pitfall that one must guard against when creating co-authored documents?
A. Putting the document plan in writing does not reduce misunderstandings during the project.
B. Building leeway into deadlines increases overall inefficiency.
C. Composing a document in groups does not offer time-related benefits.
D. Computerized spell-checkers are ill-equipped at spotting multiple errors in a document.
E. People in a group can think they agree when they don’t because talking is looser than writing.
51. List and briefly describe the different kinds of group messages.

52. Describe the formation stage of group development.

53. List the roles and actions that help a group build loyalty, resolve conflicts, and function smoothly.

54. What is the difference between joking and clowning?

55. What is the advantage of presenting ideas as suggestions?

56. What is groupthink?

57. What should you do in order to reduce the number of conflicts in a group?
58. Define you-attitude. Why should "I" statements be used instead of "you" statements for resolving
conflicts?

59. What is the importance of planning in a collaborative writing project?

60. What measures should be taken in order to revise a collaborative document effectively?

61. _____ messages focus on people, promoting friendliness, cooperation, and group loyalty.
________________________________________
62. In _____, the group seeks consensus. The success of this phase determines how well the group’s decision
will be implemented.
________________________________________
63. _____ is a negative activity that involves making unproductive jokes and diverting the group from the
task.
________________________________________
64. To _____, you should repeat in your own words the verbal content of the critic’s message.
________________________________________
65. In conflict, _____ statements show good you-attitude.
________________________________________
 ch18 Key
1. TRUE

2. FALSE

3. TRUE

4. FALSE

5. TRUE

6. TRUE

7. FALSE

8. TRUE

9. TRUE

10. FALSE

11. TRUE

12. FALSE

13. FALSE

14. FALSE

15. FALSE

16. FALSE

17. TRUE

18. FALSE

19. FALSE

20. TRUE

21. TRUE

22. FALSE

23. TRUE

24. FALSE

25. TRUE

26. FALSE

27. FALSE

28. TRUE

29. TRUE

30. TRUE

31. E

32. C

33. A

34. C

35. A

36. A
37. C

38. B

39. D

40. C

41. B

42. E

43. D

44. D

45. E

46. C

47. D

48. D

49. A

50. E

3. Interpersonal messages focus on people, promoting friendliness, cooperation, and group loyalty.
2. Procedural messages focus on method and process.
1. Informational messages focus on content: the problem or challenge, data, and possible solutions.
51. Group messages fall into three categories:

52. During formation, conflicts almost always arise when the group chooses a leader and defines the problem. Successful leaders make the
procedure clear so that each member knows what he or she is supposed to do. Interpersonal communication is needed to resolve the conflict that
surfaces during this phase. Successful groups analyze the problem carefully before they begin to search for solutions.

53. Positive roles and actions that help the group build loyalty, resolve conflicts, and function smoothly include the following: encouraging
participation, relieving tensions, checking feelings, solving interpersonal problems, and listening actively.

54. Jokes in moderation can defuse tension and make the group more fun. however, too many jokes or inappropriate jokes can make the group’s
work more difficult. Joking is a positive activity that helps in relieving tensions. Clowning is a negative activity that diverts a group from its
primary task.

55. Presenting your ideas as suggestions gets the group started without suggesting that you expect your views to prevail.

56. Groupthink is the tendency for groups to put such a high premium on agreement that they directly or indirectly punish dissent. Groups that
never express conflict may be experiencing groupthink.

3. Realize that group members are not responsible for each others’ happiness.
2. Discuss problems as they arise, rather than letting them fester till people explode.
1. Make responsibilities and ground rules clear at the beginning.
57. To reduce the number of conflicts in a group,

58. You-attitude means looking at things from the audience’s point of view, respecting the audience, and protecting the audience’s ego. The "you"
statements that many people use when they’re angry attack the audience; they do not illustrate you-attitude. Instead, substitute statements about
your own feelings. In conflict, "I" statements show good you-attitude.

59. Collaborative writing is most successful when the group articulates its understanding of the document’s purposes and audiences and explicitly
discusses the best way to achieve these rhetorical goals. Businesses schedule formal planning sessions for large projects to set up a time line
specifying intermediate and final due dates, meeting dates, who will attend each meeting, and who will do what. Putting the plan in writing reduces
misunderstandings during the project.
3. When the group is satisfied with the content of the document, one person—probably the best writer—should make any changes necessary to
make the writing style consistent throughout.
2. Recognize that different people favor different writing styles. If the style satisfies the demands of standard English and the conventions of
business writing, accept it even if you wouldn’t say it that way.
1. Evaluate the content and discuss possible revisions as a group. Brainstorm ways to improve each section so the person doing the revisions has
some guidance.
60. Revising a collaborative document requires attention to content, organization, and style. The following guidelines can make the revision
process more effective:

61. Interpersonal

62. formalization

63. Clowning

64. paraphrase

65. "I"
 ch18 Summary
Category # of Questions
AACSB: Analytic 4
AACSB: Communication 64
Blooms: Apply 3
Blooms: Remember 58
Blooms: Understand 4
Learning Objective: 18-01 Identify message types for the group’s attention. 16
Learning Objective: 18-02 Classify roles for group members. 18
Learning Objective: 18-03 Apply strategies for leadership without arrogance. 7
Learning Objective: 18-04 Apply strategies for conflict resolution. 15
Learning Objective: 18-05 Apply strategies for co-authorship of documents. 9
Level of Difficulty: 1 Easy 58
Level of Difficulty: 2 Medium 5
Level of Difficulty: 3 Hard 2
Locker - Chapter 18 65
Topic: How can we create the best co-authored documents? 9
Topic: How should we handle conflict? 15
Topic: Leading without being arrogant 7
Topic: What kinds of messages should groups attend to? 16
Topic: What roles do people play in groups? 18