Test Management

CSTE Questions-Test Management

1.Which is true of Suggestion Day?
a) It is a full staff offsite meeting to focus on quality improvement
b) all staff meets in one room to discuss all suggestions on the table
c) it uses the pare to principle to guide its agenda
d) It was proposed by Deming

2.Which of these is a “DON’T” when giving criticism?
a) Have the facts and be specific on expectations
b) be prepared to help them improve
c) do it in private
d) state the consequences if they do not improve

3.Which is not a good way to combat Groupthink?
a) Assign someone in the group to play Devil’s advocate
b) use outside experts as resources
c) inform the group that the meeting will last until a unanimous decision is reached
d) break the team up into subgroups

4.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.
a) True
b) False

5.The formalized method of brainstorming, having a question and answer period, ranking solutions, and then thinking critically about them is known as:
a) Suggestion day
b) nominal group technique
c) continuous process improvement
d) affinity diagramming

6.Getting on the customer’s wavelength, getting the facts, taking notes, establishing an action program, and taking action are the recommended steps of…
a) Groupthink
b) requirements gathering
c) task force management
d) conflict resolution

7.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.
a) True
b) False

8.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.
a) False
b) True

9.Task forces should tackle more than one issue at a time.
a) False
b) True

10.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
a) Loyalty
b) groupthink
c) an us vs them mentality
d) newspeak

11.Which one of these is NOT one of the three components of receiving information?
a) Responding to the speaker
b) attending to the speaker
c) hearing the speaker
d) understanding the speaker

12.The ideal size for a task force is:
a) 3-8 members
b) two people from each group that will be impacted by the decision
c) as many members as are interested in participating
d) 5 members

13.Therapeutic listening is:
a) Sympathetic, empathetic, and helps gain speaker’s confidence
b) useful in conflict resolution
c) helpful in understanding the reasons why events occurred
d) all of the above

14.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?
a) Graphic channel and information channel – information channel
b) body channel and verbal channel – body channel
c) verbal channel and graphic channel – verbal channel
d) information channel and body channel – body channel

15.When trying to piece together facts from several different people, _________ listening is important.
a) Therapeutic
b) comprehensive
c) critical
d) appreciative

16.Which type of listening is typically not needed during a verbal walkthrough (Unless Phyllis is on the call)?
a) Critical listening
b) Comprehensive listening
c) Discriminative listening
d) Appreciative listening

17.Which of these is NOT a good way to portray a successful image?
a) Being purposeful in body language, making eye contact
b) being analytical and decisive
c) being brief, specific, and direct in conversation
d) not engaging in casual conversation with management

18.It is a good idea to give management regular updates on the current status of task force activities.
a) No, because the only output of the task force should be the final report, a unanimous decision
b) yes, because they need to approve further funding
c) no, because they will take credit for the task force’s work
d) yes, because they assigned you to the task force

19.____________ is selective listening to determine what you are looking to hear, weeding out the rest
a) Critical listening
b) Comprehensive listening
c) Discriminative listening
d) Appreciative listening

20.Which of these is NOT an important part of initiating an action program for conflict resolution?
a) Admitting the error if you are responsible
b) taking action immediately
c) reporting the conflict to governance bodies
d) stating the solution and getting agreement on it

21.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…
a) it is usually BAD and leads to bad decisions.
b) it is called groupthink
c) both of these
d) neither of these

22.In order to get the “whole” message with minimal distortion, _______ listening is necessary.
a) Discriminative
b) Therapeutic
c) Comprehensive
d) Critical




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