- Which is true of Suggestion Day?
Your answer:
It is a full staff offsite meeting to focus on quality improvement
all staff meets in one room to discuss all suggestions on the table
it uses the pareto principle to guide its agenda
It was proposed by Deming
- Which of these is a "DON'T" when giving criticism?
Your answer:
have the facts and be specific on expectations
be prepared to help them improve
do it in private
state the consequences if they do not improve
- Which is not a good way to combat Groupthink?
Your answer:
assign someone in the group to play Devil's advocate
use outside experts as resources
inform the group that the meeting will last until a unanimous decision is reached
break the team up into subgroups
- When delivering an Oral System Proposal, you should emphasise your enthusiasm to do the project, but not emphasize the expertise of yourself and your staff.
Your answer:
True
False
- The formalized method of brainstorming, having a question and answer period, ranking solutions, and then thinking critically about them is known as:
Your answer:
suggestion day
nominal group technique
continuous process improvement
affinity diagramming
- Getting on the customer's wavelength, getting the facts, taking notes, establishing an action program, and taking action are the recommended steps of...
Your answer:
groupthink
requirements gathering
task force management
conflict resolution
- The content of a System Proposal should include the people costs and the effects on other systems, as well as the standard cost benefit analysis.
Your answer:
True
False
- It is acceptable to close the System Proposal without discussing everything on the agenda if the audience shows signs that they will approve the project.
Your answer:
False
True
- Task forces should tackle more than one issue at a time.
Your answer:
False
True
- The symptoms below refer to what phenomenon? - collective efforts to rationalize/discount negative info - tendency to ignore ethical or moral consequences to group decisions - stereotyped views of other groups - active pressure to change views
Your answer:
loyalty
groupthink
an us vs them mentality
newspeak
- Which one of these is NOT one of the three components of recieving information?
Your answer:
responding to the speaker
attending to the speaker
hearing the speaker
understanding the speaker
- The ideal size for a task force is:
Your answer:
3-8 members
two people from each group that will be impacted by the decision
as many members as are interested in participating
5 members
- Therapeutic listening is:
Your answer:
sympathetic, empathetic, and helps gain speaker's confidence
useful in conflict resolution
helpful in understanding the reasons why events occurred
all of the above
- If a person says "Sure, we will make the deadline" but has a smirk on their face, which two information channels are out of sync, and which should you pay more attention to?
Your answer:
graphic channel and information channel - information channel
body channel and verbal channel - body channel
verbal channel and graphic channel - verbal channel
information channel and body channel - body channel
- When trying to piece together facts from several different people, _________ listening is improtant.
Your answer:
therapeutic
comprehensive
critical
appreciative
- Which type of listening is typically not needed during a verbal walkthrough (Unless Phyllis is on the call)?
Your answer:
Critical listening
Comprehensive listening
Discriminative listening
Appreciative listening
- Which of these is NOT a good way to portray a successful image?
Your answer:
being purposeful in body language, making eye contact
being analytical and decisive
being brief, specific, and direct in conversation
not engaging in casual conversation with management
- It is a good idea to give management regular updates on the current status of task force activities.
Your answer:
no, because the only output of the task force should be the final report, a unanimous decision
yes, because they need to approve further funding
no, because they will take credit for the task force's work
yes, because they assigned you to the task force
- ____________ is selective listening to determine what you are looking to hear, weeding out the rest
Your answer:
Critical listening
Comprehensive listening
Discriminative listening
Appreciative listening
- Which of these is NOT an important part of initiating an action program for conflict resolution?
Your answer:
admitting the error if you are responsible
taking action immediately
reporting the conflict to governance bodies
stating the solution and getting agreement on it
- When group members experience strong feelings of solidarity and loyalty, the desire for unanimity may override the motivation to logically and realistically evaluate alternative courses of action...
Your answer:
it is usually BAD and leads to bad decisions.
it is called groupthink
both of these
neither of these
- In order to get the "whole" message with minimal distortion, _______ listening is necessary.
Your answer:
Discriminative
Therapeutic
Comprehensive
Critical