The Art of Leadership, 6e (Manning)
Chapter 10 Effective Leadership and Human Relations
1) In the context of McGregor’s prescriptions for an enlightened workplace, McGregor believed
that
A) one’s potential is independent of his or her working conditions.
B) an employee with high morale is susceptible to change.
C) an average person is by nature industrious—working as little as possible.
D) human goodness is innate but that it can be thwarted by a dysfunctional environment.
2) If more than ________ percent of your job is painful, there is a morale problem.
A) 5
B) 10
C) 15
D) 20
3) If less than ________ percent of your job is enjoyable, there is a morale problem.
A) 10
B) 20
C) 40
D) 80
4) In the context of work morale, the single best way to achieve high morale is to
A) get the right person in the right job.
B) make job targets easier.
C) refrain from career counseling.
D) ignore the physical conditions of a work environment.
5) In the context of raising employee morale, which of the following positively affects employee
satisfaction and job performance?
A) Directing employees to adopt a standardized work method
B) Providing training exclusively to new employees
C) Increasing the number of hierarchical levels
D) Soliciting and utilizing direct feedback from users
6) In the context of employee morale and the role of the management, compared with younger
workers, older employees are more interested in
A) fringe benefits.
B) monthly wages.
C) opportunity for advancement.
D) changing jobs.
7) In the context of employee morale and workforce performance, compared with office
employees, an inventor would probably
A) be more interested in daily wages.
B) pay less importance to relations with co-workers.
C) pay more importance to practices of management.
D) be more likely to work in a group.
8) ________ is the author of The Human Side of Enterprise.
A) Abraham Maslow
B) Douglas McGregor
C) Kurt Lewin
D) Ken Blanchard
9) The experience of ________, as described by Mihaly Csikszentmihalyi, is caused by the
confluence of challenge and skill.
A) happiness
B) security
C) flow
D) success
10) Which of the following statements is true in the context of employee morale?
A) Opportunity for advancement is the single strongest driver of overall job satisfaction.
B) High morale predicts problem solving and organizational commitment.
C) High morale predicts moonlighting and social and cyber loafing.
D) The relationship between job satisfaction and job performance is negative for most employees.
11) Identify a true statement in the context of employee morale.
A) Opportunity for advancement is the single strongest driver of overall job satisfaction.
B) Low morale predicts problem solving and organizational commitment.
C) Low morale predicts moonlighting and social and cyber loafing.
D) The relationship between job satisfaction and job performance is negative for most employees.
12) Leadership tips for a high morale workplace include
A) being enthusiastic.
B) setting an example.
C) keeping promises.
D) always being fair.
E) all of these.
13) How to keep morale high in the leadership ranks includes ________.
A) creating a one-team attitude
B) cutting red-tape and reducing paper-work
C) recognizing jobs well done
D) paying sufficient wages based on merit
E) all of these
14) According to Warren Bennis, which of the following is NOT one of the principles of effective
leadership?
A) Being yourself
B) Hiring good people
C) Treating people the way you want to be treated
D) Focusing on critical objectives
E) Spending time only with people who can help you
15) Recognition techniques that build morale include all of the following EXCEPT ________.
A) personal thanks
B) year-end celebration
C) traveling trophy
D) money
E) health insurance
16) Employee training does six important things that include
A) building skills and raising morale.
B) cutting avoidable turnover and absenteeism.
C) raising loyalty and reducing mistakes.
D) increasing productivity.
E) all of these.
17) Effective leaders understand that gaining the respect and loyalty of people depends on
demonstrating ________.
A) mistakes and uncertainties
B) strict authority
C) job knowledge and technical skill
D) favoritism
18) Which of the following best describes the leadership characteristics of legendary coaches
Alonzo Stagg, Knute Rockne, Joe Paterno, Eddie Robinson, and Paul Bear Bryant?
A) Each coach achieved success by intimidation tactics and by threatening players with poor
performance.
B) Each coach had different styles but followed universal principles of leadership that brought out
the best performance in their players.
C) Each coach was only passively involved in his team’s performance and each achieved success
by delegating authority to his assistants.
D) None of these.
19) Proven policies and techniques that have positive effects on employee morale include all of the
following EXCEPT ________.
A) introducing a group bonus plan
B) increasing the amount and types of group interaction
C) assigning whole tasks, including preparatory and finishing work
D) eliminating rewards based on job classification
E) reducing the number of hierarchical levels
F) allowing workers to determine their own work methods
20) Dimensions of flow include all of the following EXCEPT
A) a clear and present purpose distinctly known.
B) immediate feedback on how well one is doing.
C) supreme concentration on the task at hand.
D) a sense of growth and being part of some greater endeavor.
E) honor and recognition for work performed.
21) Jonathan is a highly skilled employee at AeroWorks Inc. He specializes in designing drones.
Recently, his manager assigned a challenging project to him. This project requires him to use all
his skill and knowledge to build a drone. In this scenario, while working on the project, Jonathan
will most likely
A) have the experience of flow.
B) display anxiety and low self-esteem.
C) show apathy and diminished work life.
D) be bored and less creative than usual.
22) Martha is a highly skilled employee at DistantTool Editorial. She specializes in web designing.
Recently, she has been assigned to a project that only requires rudimentary skills. In this scenario,
while working on the project, Martha will most likely
A) have the experience of flow.
B) display anxiety and low self-esteem.
C) show apathy and diminished work life.
D) be bored and less creative than usual.
23) Intrinsic factors that are necessary for a satisfying job include all EXCEPT
A) variety and challenge.
B) opportunity for decision making.
C) feedback and learning.
D) wholeness and meaning.
E) job security.
24) Extrinsic factors that are important for work satisfaction include all of the following EXCEPT
________.
A) fair and adequate pay
B) opportunity and decision making
C) job security
D) benefits
E) due process
25) The Hawthorne studies
A) showcased the effects of massive industrialization.
B) concluded that changes in physical conditions affect workers’ productivity.
C) focused on the ways in which an individual’s performance could be improved.
D) analyzed working conditions and work relationships.
26) Which of the following is true of the Hawthorne studies?
A) It concluded that there is a tendency for workers to set their own standards for output.
B) It concluded that changes in physical conditions affect workers’ productivity.
C) It focused on the ways in which an individual’s performance could be improved.
D) It showcased that productivity is not affected by human relations.
27) Identify a true statement about the Hawthorne studies.
A) It followed a period of American history marked by administrative management.
B) It concluded that changes in physical conditions affect workers’ efficiency.
C) It focused on the ways in which an individual’s performance could be improved.
D) It showcased that productivity is not affected by human relations.
28) In the context of the basic beliefs about people, if we assume that people are basically good,
________.
A) we can believe that misbehavior is a manifestation of character
B) we can believe that misbehavior is a reactive response
C) we will search for causes of misbehavior in nature
D) we are prone to assume that misbehavior is something within a person that cannot be altered
directly
29) In the context of the basic beliefs about people, if we assume that people are inherently bad,
________.
A) we tend to assume that misbehavior is not a manifestation of character
B) we believe that misbehavior is a reactive response
C) we search for causes of misbehavior in experience
D) we are prone to assume that misbehavior is something within a person that cannot be altered
directly
30) In the context of basic beliefs about people, when we view people as ends, we
A) reflect a humanistic view.
B) use them as instruments.
C) promote a behavioristic view.
D) limit their choices.
31) In the context of basic beliefs about people, when we view people as means to an end, we
A) reflect a humanistic view.
B) use them as instruments.
C) promote a behavioristic view.
D) increase their choices.
32) Which of the following is NOT a principle of effective listening that is applicable in all human
relations?
A) Capitalize on thought speed
B) Listen for ideas
C) Reduce emotional deaf spots
D) Find an area of interest
E) Judge content, not delivery
F) Hold your fire
G) Work at listening
H) Resist distractions
J) Hear what is said
K) Think before you speak
L) Challenge yourself
33) In the face of virtuality of work relationships brought on by advances in information
technology, an effective leader will
A) refuse to participate in e-mail communication and continue to use traditional means of spoken
and written communication.
B) phase out traditional communication methods—face-to-face, telephone, letters, meetings and
phase in electronic communication whenever and wherever possible.
C) maintain high standards of written and spoken communication and take advantage of the speed,
convenience and cost of electronic communication while maintaining as much face time as
possible.
D) none of the above.
34) Peter Drucker believed all of the following statements EXCEPT that
A) effective leadership can be learned.
B) trust is the glue that binds leaders and followers.
C) leadership is not rank, it is responsibility.
D) leadership style is important.
35) Which of the following statements is true in the context of personal communication and the art
of active listening?
A) About 20 percent of feelings and attitudes are communicated by the speaker’s personality.
B) Majority of feelings and attitudes are communicated by body language.
C) Majority of feelings and attitudes are communicated by spoken words.
D) About 10 percent of feelings and attitudes are communicated by the tone of voice.
36) Peter Drucker identifies responsibilities of leaders to be all of the following EXCEPT
A) focusing on opportunities rather than problems.
B) listening first, speaking last.
C) taking responsibility for decisions.
D) thinking and saying “we” rather than “I.”
E) knowing the rules of the game.
37) Wendy Leebov identifies twelve principles for obtaining good human relations, including all
of the following EXCEPT
A) respecting differences.
B) listening to understand.
C) admitting mistakes.
D) thinking positive.
E) using absolute statements.
38) In How to Win Friends and Influence People, Dale Carnegie prescribed all of the following
principles EXCEPT
A) showing interest in others.
B) not being a complainer.
C) studying psychology.
D) remembering people’s names.
E) helping people feel important.
39) Abraham Lincoln used ________ to stay in touch with people.
A) newspaper editorials
B) The Telegraph
C) hearsay and rumor
D) theater and plays
E) public opinion baths
40) Research shows ________ of all employees feel management isn’t listening to them.
A) one-fourth
B) two-thirds
C) ninety percent
D) one-third
E) fifty percent
41) Which of the following statements is true in the context of employee morale?
A) Employee wage is the single strongest driver of overall job satisfaction.
B) Low morale predicts creativity, problem solving, and organizational commitment.
C) High morale predicts moonlighting and social and cyber loafing.
D) The relationship between job satisfaction and job performance is positive for most employees.
42) James T. Kirk’s five leadership lessons include
A) knowing the mission, leading by the book, and celebrating success.
B) defining possibilities, identifying obstacles, and capitalizing on strengths.
C) never giving in, never showing weakness, and never complaining.
D) getting down in the trenches to understand the needs of the crew, considering the perspective of
adversaries, and changing course radically when circumstances dictate.
43) Satisfaction with ________ is the single strongest driver of overall job satisfaction.
A) the paycheck
B) the work group
C) the supervisor
D) the work itself
44) In the context of workplace morale, physical withdrawal includes ________.
A) daydreaming
B) absenteeism
C) moonlighting
D) cyber loafing
45) In the context of workplace morale, psychological withdrawal includes ________.
A) daydreaming
B) absenteeism
C) employee turnover
D) taking long breaks
46) Nothing demonstrates respect more than ________.
A) public deference to another person
B) listening respectively to another person
C) obeying another person without question
D) private agreement with another person
47) Which of the following is a form of sexual harassment?
A) Aggravated assault
B) Quid pro quo
C) Larceny
D) Forcible rape
48) In the context of sexual harassment, ________ is asking for or forcing an employee to perform
sexual favors in exchange for receiving some reward.
A) quid pro quo
B) creating hostile work environment
C) gender discrimination
D) blackmailing
49) Jimmy, a floor manager at Latsy’s Restaurant, passes lewd comments about his subordinates’
personal appearances. This is an example of ________.
A) gender discrimination
B) sexual harassment
C) aggravated assault
D) quid pro quo
50) Which of the following statements is true in the context of personal communication and the art
of active listening?
A) About 20 percent of feelings and attitudes are communicated by the speaker’s personality.
B) The majority of feelings and attitudes are communicated by body language.
C) The least amount of feelings and attitudes are communicated by spoken words.
D) About 10 percent of feelings and attitudes are communicated by the tone of one’s voice.
51) For most employees, high morale is a predictor of problem solving, task persistence,
co-worker support, and organizational commitment.
52) For most employees, low morale is a predictor of absenteeism and tardiness.
53) In the context of workplace morale, when we are challenged by something we are truly good
at, we tend to avoid states of anxiety, boredom, and apathy.
54) The state of flow is characterized by anxiety, boredom, and apathy.
55) In the context of human relationships, respect is demonstrated by the willingness to listen to
the ideas and feelings of others.
56) The four key areas that impact work morale are the job itself, the work group, management
practices, and economic rewards.
57) Treating people as ends rather than means is an anti-humanistic view.
58) Customer service and employee satisfaction are negatively correlated.
59) According to Theory X, the average person is by nature industrious—working as hard as
possible.
60) Research shows managers with Theory X assumptions are better than those with Theory Y
assumptions at accomplishing organizational objectives and tapping the potential of employees.
Match the items below with their descriptions:
A) a key element of a good relationship
B) analysis of working conditions and work relationships
C) how organizations can raise morale
D) role model for raising morale and achieving business success
E) morale building leadership actions
F) Douglas McGregor’s contribution
G) characteristics of a rich job
H) satisfying psychological state
61) Hawthorne Studies
62) The Human Side of Enterprise
63) be enthusiastic, set the example, show support, keep promises
64) Herb Kelleher
65) introduce a group bonus, allow job autonomy, provide training, assign whole tasks, gain direct
feedback from users, increase group interaction
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66) respect
67) “flow”
68) trust
69) variety and challenge, opportunity for decision making, feedback and learning, mutual support
and respect, wholeness and meaning, room to grow