Page 465 - The Handbook for Quality Management a Complete Guide to Operational Excellence

452 A p p e n d i x D S i m u l a t e d C e r t i f i c a t i o n E x a m Q u e s t i o n s 453

194. In an initial team meeting, the team should:
a. establish ground rules and review member responsibilities.
b. agree on project purpose, scope, plan, and timeline.
c. establish workable meeting times and locations.
d. all of the above

195. With regard to team dynamics,
a. initial meetings are generally friendly, with the team leader
exercising control.
b. conflict is common, and can indicate that team members are
becoming involved.
c. the team leader should move the members toward thinking
independently.
d. all of the above
196. A conflict has developed among team members regarding a proposed
solution. Joan, the team leader, should:
a. insist that the team members behave and stop disagreeing.
b. allow each member to explain his or her point of view, then take a
vote to see which proposal wins.
c. use problem solving tools to determine the true causes of
dissension, then use that information to guide their solution.
d. all of the above

197. At the team’s third meeting, its leader, John, is starting to feel a bit
uncomfortable. He had established ground rules for the team, and
some of its members are starting to question those rules. John should:
a. exercise his authority as team leader and insist that the team follow
the rules.
b. lead the team to establish its own rules.
c. defer to the team sponsor.
d. none of the above
198. In team meetings, Jane seems to listen to whoever is speaking, but then
has questions for the speaker. John, the team leader, senses that a few
team members are frustrated with Jane, thinking she takes up too much
time. John should:
a. politely ask Jane, after the meeting, to try to keep her questions to a
minimum.
b. politely ask Jane during the meeting to try to keep her questions to
a minimum.
c. thank Jane publicly for asking relevant questions of team members,
so that issues and opinions are clearly understood.
d. ignore the frustrations. Personalities don’t always mesh.

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