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1. 1. CHAPTER 17: MANAGING WORK TEAMS Test Correlation Table Question Types/Level of Difficulty LEARNING OBJECTIVES Easy Moderate Difficult 1. Explain the importance of work TF 1, 8 3, 4, 5, 6, 7 2 teams. MC 1, 3, 6, 7, 10, 16 4, 5, 8, 9, 11, 13, 2, 12, 15 14, 17, 18 ES 2 1 — 2. Identify four types of work teams. TF 12 9, 10, 13, 14, 16, 11, 15, 17 18 MC 20, 22, 25, 31 19, 23, 24, 28, 21, 26, 27, 29, 32, 35, 36, 37 30, 33, 34 ES — 3 — 3. State the meaning and TF 19 20 21 determinants of team effectiveness. MC — 38, 39, 41 40, 42, 43 ES — — 4 4. Describe the internal team TF 24, 31 22, 23, 25, 26, 28, 30 processes that can affect team 27, 29 performance. MC 49, 57, 60, 61, 44, 45, 47, 48, 46, 58, 65, 69 64, 67 50, 51, 52, 53, 54, 55, 56, 59, 62, 63, 66, 68 ES 8 5, 6 7 5. Explain how to diagnose and TF 33, 43, 44, 46, 32, 34, 35, 36, 38, 41, 48 remove barriers to poor team 47 37, 39, 40, 42, performance. 45 MC 74, 75, 78 70, 71, 72, 76, 73, 80, 83, 88, 77, 79, 81, 82, 89, 91, 93 85, 86, 87, 90, 92 ES — 9, 11, 12, 14 10, 13 199
7. 7. CHAPTER 17: MANAGING WORK TEAMS Work Teams and Other Groups 3. A __________is two or more individuals who come into personal and meaningful contact on a continuing basis. a. group b. team c. unit d. division ANSWER: A, Knowledge, Easy, p. 480 4. Teams and groups are __________. a. essentially the same thing b. divided between informal and formal functions c. both important, but for different reasons d. defined by either work or leisure ANSWER: C, Knowledge, Moderate, p. 480 5. Nicole Summers works in the payroll department at Emerson Electric. She is part of a(n) __________. a. informal group b. work team c. formal group d. task force ANSWER: C, Application, Moderate, p. 480 6. To be a team, the members must have all of the following characteristics except __________. a. formal leadership b. shared goals c. communication d. collaboration ANSWER: A, Knowledge, Easy, p. 480 7. A __________ consists of a small number of employees with complementary skills who work together on a project, are committed to a common purpose, and are accountable for performing tasks that contribute to achieving an organization’s goals. a. formal group b. work unit c. work team d. task force ANSWER: C, Knowledge, Easy, p. 480 205
8. 8. CHAPTER 17: MANAGING WORK TEAMS 8. A study that compared traditional repair garages to team-based garages found that __________. a. team workers were more satisfied b. customers did not fully understand the team concept c. team-based garages were faster d. team-based garages were more profitable ANSWER: D, Knowledge, Moderate, p. 481 9. The importance of teams is reflected in the amount of time that managers and others spend in team meetings. All of the following statements correctly support this except: a. many top managers report spending 50 percent or more of their time in team meetings. b. first-line managers and professionals may spend between 20 and 50 percent of their time in team meetings. c. team meetings are varied in purpose, style, length, format, and technology. d. all of the above ANSWER: D, Knowledge, Moderate, pp. 481–482 10. A(n) __________ consists of a small number of individuals who frequently participate together in activities and share feeling for the purpose of meeting their mutual needs. a. team b. informal group c. formal group d. social club ANSWER: B, Knowledge, Easy, p. 482 11. Six individuals who are employed by the City of Dayton regularly seek each other out and almost always eat lunch together. Their interactions have become meaningful and the individuals have developed expectations for each other's behavior. These individuals are known as a(n) __________. a. lunch group b. work group c. informal team d. informal group ANSWER: D, Application, Moderate, pp. 482–483 12. CommonHealth wanted to facilitate teamwork in every possible way when it renovated its three buildings. All of the following worker-friendly spaces were provided except __________. a. alcoves b. meeting rooms c. workout rooms d. bistros ANSWER: C, Knowledge, Difficult, p. 482 206
9. 9. CHAPTER 17: MANAGING WORK TEAMS 13. CommonHealth designed workspace during their renovations that included a cappuccino bar in order to __________. a. keep workers from leaving the building for breaks b. encourage workers to congregate informally c. create a formal discussion area for team members d. energize workers who are stuck in cubicles all day ANSWER: B, Knowledge, Moderate, p. 482 14. What airline's pilots described in the text banded together in informal groups at major hubs across the country and agreed to refuse to fly overtime? a. United Airlines b. Southwest Airlines c. Northwest Airlines d. Continental Airlines ANSWER: A, Knowledge, Moderate, p. 483 15. Half the managers responding to one study believed what factor presents the greatest potential for ensuring their organizations’ success? a. innovation and on-time delivery of services b. communication and cooperation among employees c. improving team processes to focus on customers d. networking and career growth for employees ANSWER: C, Knowledge, Difficult, p. 483 16. What challenges must management meet in order to assure the success of teams? a. figuring out how to cope with the mountains of work involved b. integrating the efforts of the individuals working on the projects c. organizing employees into numerous work teams d. all of the above ANSWER: D, Knowledge, Easy, p. 483 17. Teams increase the speed of product development by adopting the use of what type of development? a. serial b. prototyping c. parallel d. research ANSWER: C, Knowledge, Moderate, p. 483 207
10. 10. CHAPTER 17: MANAGING WORK TEAMS 18. Which of the following statements correctly describes Jostens’ success with implementing self-managing teams? a. Productivity increased from 6 rings per employee per day to 16 rings per employee per day. b. Jostens includes peer evaluations in their teamwork plan. c. The entire process, from order receipt to shipping, was shortened from 30 calendar days to just 10 calendar days. d. Jostens publishes Ring Wear magazine and a Web site to enhance communication with the team members. ANSWER: C, Knowledge, Moderate, p. 484 Learning Objective 2 Types of Work Teams 19. All of the following are the types of work teams found in organizations except ________. a. functional b. informal c. problem-solving d. self-managing ANSWER: B, Knowledge, Moderate, p. 484 20. Work teams differ in many respects. What are the key differences among work teams? a. the education level of members b. the longevity of their work c. the membership of the team d. both b and c are correct ANSWER: D, Knowledge, Easy, p. 484 21. What is the unique feature characterizing NASA’s mission control team? a. It has a membership that includes both suppliers and customers. b. Its goal focuses on product development. c. The work team has been in existence for several decades. d. It is a functional work team brought together as a task force to complete a particular mission. ANSWER: C, Knowledge, Difficult, p. 484 22. A(n) __________ team usually consists of employees from different areas of a department who consider how something can be done better. a. cross-functional b. eclectic c. employee participation d. problem-solving ANSWER: D, Knowledge, Easy, p. 484 208
13. 13. CHAPTER 17: MANAGING WORK TEAMS 33. Tracie Corbin is a member of a work team that schedules members’ work and vacations, rotates job tasks and makes assignments, and sets production goals. What type of team is Tracie likely a part of? a. self-managing work team b. cross-organizational team c. problem-solving team d. functional team ANSWER: A, Application, Difficult, pp. 486–487 34. The use of self-managing work teams has fundamentally changed how work is organized, making an enormous impact on how businesses are run. All of the following correctly describe the impact of self-managing work teams except: a. each member frequently will learn and rotate the multiple skills and assignments performed by the team. b. these teams may rotate team leadership. c. typically these teams require one or more managerial levels to be added to the organization. d. teams have a strong commitment to the organization’s mission. ANSWER: C, Knowledge, Difficult, pp. 486–487 35. A __________ team normally consists of employees who work together daily to produce an entire good or service. a. cross-organizational b. quality circle c. life cycle d. self-managing ANSWER: D, Knowledge, Moderate, p. 486 36. What type of team does Lockheed Martin use to design new technology, meet with customers and suppliers, and develop new products for the U.S. Navy? a. problem-solving b. high performance c. multidisciplinary d. temporary ANSWER: C, Application, Moderate, p. 486 37. When truly empowered, a self-managed team does all of the following except: a. sees the final outcome of its efforts. b. makes its own decision on when to disband. c. has a strong commitment to the organization's mission. d. has autonomy over its own activities. ANSWER: B, Knowledge, Moderate, p. 487 211
14. 14. CHAPTER 17: MANAGING WORK TEAMS Learning Objective 3 A Framework for Team Effectiveness 38. Which of the following is not a key component of a model of work team functioning? a. external context in which the team operates b. informal behaviors c. team design d. internal team processes ANSWER: B, Knowledge, Moderate, p. 489 39. According to the model of work team functioning, effectiveness is determined by __________. a. the external context in which the team operates b. the design of the team c. the internal team processes d. the interaction of all of the above determine team effectiveness. ANSWER: D, Knowledge, Moderate, p. 489 40. The first step in fostering team effectiveness involves __________. a. knowing about the various complaints that team members are likely to have b. stating what effectiveness is c. knowing how to reward team members for getting their work done d. stating how the team will be disbanded when the goal is met ANSWER: B, Knowledge, Difficult, p. 488 41. All of the following are typical effectiveness criteria for teams except __________. a. speed b. creativity c. discipline d. accuracy ANSWER: C, Knowledge, Moderate, p. 488 42. The second step in achieving team effectiveness involves __________. a. knowing how to assess the effectiveness of each team member b. knowing the factors that determine how well the team is doing with respect to the effectiveness criteria c. knowing the internal conflicts among team members d. knowing the leader of the team and how decisions are made ANSWER: B, Knowledge, Difficult, p. 489 212
16. 16. CHAPTER 17: MANAGING WORK TEAMS 47. All of the following statements are true concerning the developmental stages that teams commonly go through except: a. work teams’ time together is a key factor in determining team functioning. b. work teams develop from immaturity to maturity. c. work teams are measured on a scale of low responsibility to high responsibility. d. work teams develop from first encounter to adjournment. ANSWER: C, Knowledge, Moderate, pp. 491–492 48. Angela Cunningham is a member of a work team and has begun to develop a sense of belonging and commitment. She feels that the rules of behavior are widely shared and enforced by the member of the work team. What stage of team development has Cunningham’s team reached? a. forming stage b. performing stage c. norming stage d. storming stage ANSWER: C, Application, Moderate, p. 493 49. What is the earliest stage of team development? a. forming stage b. norming stage c. storming stage d. performing stage ANSWER: A, Knowledge, Easy, pp. 492–493 50. According to the stages of team development, a team that focuses on becoming oriented to its goals and procedures is in the __________ stage. a. storming b. norming c. forming d. performing ANSWER: C, Knowledge, Moderate, p. 493 51. The __________ stage, the second step in the stages of team development, is when competitive or strained behaviors of team members emerge. a. norming b. forming c. performing d. storming ANSWER: D, Knowledge, Moderate, p. 493 214
17. 17. CHAPTER 17: MANAGING WORK TEAMS 52. A production team has recently been formed at Goodman Manufacturing. The team seems more focused on interpersonal fighting than on the assigned production tasks. According to the stages of group development, the team is in the __________ stage. a. developing b. forming c. storming d. infighting ANSWER: C, Application, Moderate, p. 493 53. During the __________ stage of team development, team members become increasingly positive about the team as a whole, the other members as individuals, and what the group is doing. a. socializing b. performing c. advancement d. norming ANSWER: D, Knowledge, Moderate, p. 493 54. A production team was formed last month at Carolina Textile Mills. The team went through a period of infighting and now is beginning to sort out task-related and member roles. According to the team development model, the team is in the __________ stage. a. performing b. optimizing c. norming d. resolving ANSWER: C, Application, Moderate, p. 493 55. If a team reaches the __________ stage of team development, members usually have come to trust and accept each other. a. forming b. norming c. reforming d. performing ANSWER: D, Knowledge, Moderate, p. 493 56. A production team was formed last year at Spartanburg Manufacturing. The team went through a period of infighting and then a period where these conflicts were resolved. Presently, the team seems to focus on getting things done and building interpersonal relationship. According to the group development model, the team is now in the __________ stage. a. performing b. norming c. forming d. none of the above ANSWER: A, Application, Moderate, p. 493 215
18. 18. CHAPTER 17: MANAGING WORK TEAMS 57. During the __________ stage of team development, the team is involved with terminating task behaviors and disengaging from relationships. a. disengaging b. adjourning c. dissolving d. resolving ANSWER: B, Knowledge, Easy, p. 494 58. Dr. Dana Valich is a member of a work team at a large HMO. He has just presented a “wild” idea about patient services and was put down by other members of the team he thought had come to trust and accept him. Clearly, Dr. Valich thought this team was in what stage of team development? a. norming stage b. storming stage c. performing stage d. adjourning stage ANSWER: C, Application, Difficult, pp. 493–494 59. Which of the following is not a feeling likely to influence work team effectiveness and productivity? a. trust b. openness c. freedom d. all of the above ANSWER: D, Knowledge, Moderate, p. 494 60. __________ refers to the emotional climate of a group. a. Cohesiveness b. Feelings c. Behavioral norms d. Groupthink ANSWER: B, Knowledge, Easy, p. 494 61. The greater the degree to which trust, openness, freedom, and interdependence are present, the higher is the level of group __________. With this attribute, groups can work effectively for or against organizational goals. a. cohesiveness b. competition c. self-fulfilling prophesy d. independence ANSWER: A, Knowledge, Easy, p. 494 216
19. 19. CHAPTER 17: MANAGING WORK TEAMS 62. __________ are the informal rules of behavior that are widely shared and enforced by the members of a team. a. Cohesiveness b. Group social structures c. Interactions d. Behavioral norms ANSWER: D, Knowledge, Moderate, p. 495 63. A performance norm exists when all of the following criteria have been met except: a. there is a standard of appropriate behavior for the team. b. members generally agree on the standard. c. members are aware that the team supports the particular standard through a system of rewards and punishments. d. all of the above ANSWER: D, Knowledge, Moderate, p. 495 64. A team member is engaged in __________ when not contributing fully to team performance but still shares in team rewards. a. anarchy b. antisocial behavior c. free riding d. regressive behavior ANSWER: C, Knowledge, Easy, p. 495 65. As it acquires companies, Michael Foods likes to do all of the following except: a. allow the acquired company to remain autonomous. b. create an environment of open communication. c. preserve the entrepreneurial qualities of the acquired company. d. transfer its business practices to the new division. ANSWER: D, Knowledge, Difficult, pp. 494–495 66. A new culture arose when Michael Foods fully integrated the Papetti group that they had acquired. One of the first goals was to __________. a. get rid of managers who were resistant to change b. identify the best practices in each division c. bring the two divisions together in one production facility d. all of the above ANSWER: B, Knowledge, Moderate, p. 495 67. __________ is an agreement-at-any-cost mentality that results in ineffective team decision making and possibly poor solutions. a. Accentuation b. Teamthink c. Groupthink d. Zero-sum thinking ANSWER: C, Knowledge, Easy, p. 496 217
20. 20. CHAPTER 17: MANAGING WORK TEAMS 68. __________ occurs when team members value different points of view and seek to draw them out to facilitate creative problem solving. a. Groupthink b. Productive controversy c. Team effectiveness d. Team performing ANSWER: B, Knowledge, Moderate, p. 496 69. Falling between the extremes of all-out warfare and groupthink are teams with norms that support productive controversy. When is productive controversy not likely to occur? a. when team members value different points of view b. when members facilitate creative problem solving c. when members establish ground rules to keep them focused on people rather than task issues d. when members follow procedures that equalize sharing of power and responsibility ANSWER: C, Knowledge, Difficult, p. 496 Learning Objective 5 Diagnosing the Causes of Poor Team Performance 70. Important features of the external system are all of the following except __________. a. culture b. diagnosis of problems c. team member selection d. reward system ANSWER: B, Knowledge, Moderate, p. 497 71. Design choices involved in creating a work team include all of the following except __________. a. team goals b. team location c. team termination d. team membership ANSWER: C, Knowledge, Moderate, p. 497 72. What is the optimal team size for innovative decision making? a. less than 5 members b. 5 to 9 members c. 15 to 20 members d. 25 members or more ANSWER: B, Knowledge, Moderate, p. 497 218
21. 21. CHAPTER 17: MANAGING WORK TEAMS 73. As a team’s size increases, changes occur in the decision-making process. Which of the following is not one of the effects of increasing team size? a. demands on leader time and attention are greater b. the team’s tolerance of direction from the leader is greater c. the team’s decision making becomes more decentralized d. the team atmosphere is less friendly ANSWER: C, Knowledge, Difficult, p. 497 74. The purpose of __________ is to encourage all team members to share ideas when analyzing problems, information, and alternative solutions. a. subteams b. proximity c. empowerment d. a standard operating procedure ANSWER: A, Knowledge, Easy, p. 497 75. __________ refers to the location of a team’s members relative to the organization and relative to each other a. Subteams b. Proximity c. Team empowerment d. Spatial culture ANSWER: B, Knowledge, Easy, p. 498 76. Two aspects of team location are proximity to other work teams and __________. a. proximity to the competitors b. proximity to the task c. proximity to each other d. proximity to global opportunities ANSWER: C, Knowledge, Moderate, p. 498 77. Which of the following companies described in your textbook benefits from teams sharing close proximity to each other? a. Lincoln Power Systems b. Black and Decker c. Microsoft d. none of the above ANSWER: C, Knowledge, Moderate, p. 498 219
22. 22. CHAPTER 17: MANAGING WORK TEAMS 78. Verifone, a worldwide supplier of transaction automation software and communications systems, uses work teams that meet and do tasks without everyone being physically present in the same place or even at the same time. What type of work team does Verifone likely employ? a. proximity-based team b. virtual work team c. e-team d. technical work team ANSWER: B, Application, Easy, p. 498 79. Because Sabre's virtual team members do not see each other very often, the company has designed their jobs with all of the following except: a. classroom training before a team's launch. b. a small group of senior team managers who meet frequently. c. setting of objectives and clarification of roles. d. CD-ROM training modules. ANSWER: B, Knowledge, Moderate, p. 499 80. Sabre invested in development of new measures for team effectiveness, which include __________. a. customer satisfaction ratings b. electronic monitoring of team discussions c. 360-degree performance assessments d. all of the above ANSWER: D, Knowledge, Difficult, p. 499 81. Eric Sorensen is developing rules and establishing practices for managing a new virtual work team at his new company Soccer for Stars. Eric should adopt all of the following practices except __________. a. use a variety of communication technologies b. pay attention to the quality of the communication transmissions c. monitor the discussions of each member d. encourage team members to discuss cultural differences ANSWER: C, Application, Moderate, p. 500 82. Tonia Brown has been a member of a virtual work team for several years. Which of the following principles should Tonia’s team adopt? a. Resist the temptation to hold a face-to-face meeting. b. Assemble the team members to visit others only when all members are present. c. If meetings are necessary, limit them to only one or two a year. d. Schedule periodic face-to-face meetings to refresh connections. ANSWER: D, Application, Moderate, p. 500 220
23. 23. CHAPTER 17: MANAGING WORK TEAMS 83. The __________ is likely to influence whether informal groups form to either embrace or undermine organizational goals and authority relationships. a. activities of the group b. group social structure c. co-optation system d. organizational culture ANSWER: D, Knowledge, Difficult, pp. 500–501 84. Differences in norms for team behavior often reflect differences in national culture. All of the following countries have strong societal values that support striving for harmony and avoiding open conflict except __________. a. China b. Canada c. Malaysia d. Thailand ANSWER: B, Knowledge, Difficult, p. 500 85. Of the managerial competencies listed, __________ is essential for working in all types of teams. a. self-awareness b. communication c. strategic action d. planning and administration ANSWER: B, Knowledge, Moderate, p. 501 86. To be a successful job candidate hired for the GE/Durham plant, 11 skills are required and include all of the following except __________. a. FAA certification b. coaching c. flexibility d. all of the above ANSWER: D, Knowledge, Moderate, p. 501 87. Which of the following is true concerning NASA’s team training? a. The teams work together for six months before their space mission. b. Due to the scientific nature of their work, formal training is emphasized more than informal team training. c. NASA understands that individual needs come before effective teamwork. d. None of the above correctly describe NASA’s team training program. ANSWER: D, Knowledge, Moderate, pp. 501–502 221