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Indicate whether the statement is true or false.
1. Pride is a feeling of superiority, which almost always gives way to negative energy throughout the company.
a. True
b. False
2. The field of psychology and psychologists have devoted most of their research to mental illnesses.
a. True
b. False
3. Recognizing accomplishments is a positive reinforcer.
a. True
b. False
4. Managers can build stronger, more positive relationships with Generation Y workers by providing them with frequent
feedback and affirmation.
a. True
b. False
5. B. F. Skinner maintained that a living organism will tend to repeat a particular behavior if that behavior is accompanied
by a reinforcer.
a. True
b. False
6. Organizations that provide superior customer service do so by putting the needs and satisfaction of the customers above
those of the employees.
a. True
b. False
7. Individuals who build up the pride of other people in the business world are usually middle managers.
a. True
b. False
8. Positive reinforcement is less effective between peers or from subordinates to managers than from managers to
subordinates.
a. True
b. False
9. In the field of positive psychology, a person in a state of flow is fully immersed in a feeling of energized focus related
to absorption in a task that he or she greatly enjoys.
a. True
b. False
10. According to Dr. Judith Orloff, how you respond to people and places determines, to a large degree, your energy level.
a. True
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b. False
11. Organizations whose cultures are characterized by positive energy enjoy benefits such as increased productivity,
improve customer satisfaction, and increased profits.
a. True
b. False
12. When Jim told his manager, John, “I think I hit the wrong button,” John responded, “Again?!” According to the
Theory of the Dipper and Bucket, John has drained and diminished Jim.
a. True
b. False
13. There is very little you can do to change in an effort to be happy because of the way you were raised.
a. True
b. False
14. Praise that is given after a considerable amount of time has passed since the positive behavior is just as reinforcing and
powerful as praise that is given immediately.
a. True
b. False
15. A reinforcer is a planned activity designed to motivate employees to achieve an organizational objective.
a. True
b. False
16. Research has demonstrated that happiness on the job can but usually does not correlate with happiness in our personal
lives.
a. True
b. False
17. Negative work environments with “actively disengaged” workers suffer poor performance.
a. True
b. False
18. Humans are psychologically hardwired to notice negative events more than positive ones.
a. True
b. False
19. Some managers believe that positive reinforcement will reduce their power or control over workers.
a. True
b. False
20. Narcissism among employees makes positive reinforcement even more effective because it reinforces the individual’s
self-focus.
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a. True
b. False
Indicate the answer choice that best completes the statement or answers the question.
21. Which is not a management skill job performance behavior that should be reinforced?
a. Maintains accurate records
b. Spends time on short- and long-term planning
c. Maintains authority over his or her staff
d. Maintains quality-control standards
Case 10.1
Antonio’s company has an employee orientation program; has an extensive employee performance review program; and
encourages managers to praise, write letters of appreciation for jobs well done, and take the time to listen to their
employees. Years ago, the company began a positive reinforcement program. Managers were initially reluctant to support
the program because they expected employees to begin demanding pay raises. But the company kept working at it, and
eventually the program was accepted. Then, in order to increase quality and productivity, assembly-line workers were
paid based on piecework for each acceptable component that they built. When the incentive programs were first
introduced, employees competed with each other, teamwork was destroyed, and interpersonal relations dropped to an all-
time low. Now the incentive programs and other positive reinforcement programs seem to be working. However, due to
cutbacks in management levels and increasing work demands, managers are finding it harder and harder to determine
which employees most deserve recognition.
22. Refer to Case 10.1. The company’s payment of assembly-line workers for piecework is an example of
a. profit sharing.
b. gain sharing.
c. confirmations.
d. production incentives.
23. An example of someone in the flow state is:
a. a child who spends hours happily building structures with blocks.
b. a painter staring at a blank canvas, seeking inspiration.
c. a plumber working voluntary overtime for some extra money.
d. a stressed executive who works for hours on a report to meet a deadline.
24. When extending praise to employees, which of the following is recommended?
a. Avoid praising employees in public.
b. When praising employees, simply tell them they’re doing a good job. Avoid specifics.
c. Refrain from praising employees more than once every few months so they don’t demand a salary increase.
d. Praise people immediately.
25. Managers of Generation Y workers must keep in mind that in order to create and maintain a positive work
environment,
a. they must use positive reinforcement cautiously so as not to fuel self-preoccupation and narcissism.
b. frequent feedback and affirmation are critical.
c. they must use more tangible forms of recognition, such as trophies and awards.
d. extending courtesies is not as important.
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26. Many firms pay extra money to those employees who work extra hours. Critics of this approach make which claim?
a. Employees should be able to do all their work during the regular work hours.
b. These employees may value more time for family, socializing, and recreation as a reward instead of money.
c. Employees are most creative during the first two hours of each day.
d. Most people agree that employees should have the incentive of getting paid extra for extra hours.
27. Examples in Chapter 10 show that positive energy can be developed in companies by
a. being more flexible with working hours and giving quick rewards.
b. making employees feel valued by investing in them and their community.
c. reinforcing their needs.
d. managers who always demonstrate optimism.
28. A common misconception about the use of positive reinforcement is that
a. managers should focus on what is right and ignore what is wrong when reinforcing behavior.
b. the use of positive reinforcement increases the demands for a raise.
c. programs of this kind can be implemented with a minimum amount of effort.
d. employees value such programs more than good wages.
Case 10.1
Antonio’s company has an employee orientation program; has an extensive employee performance review program; and
encourages managers to praise, write letters of appreciation for jobs well done, and take the time to listen to their
employees. Years ago, the company began a positive reinforcement program. Managers were initially reluctant to support
the program because they expected employees to begin demanding pay raises. But the company kept working at it, and
eventually the program was accepted. Then, in order to increase quality and productivity, assembly-line workers were
paid based on piecework for each acceptable component that they built. When the incentive programs were first
introduced, employees competed with each other, teamwork was destroyed, and interpersonal relations dropped to an all-
time low. Now the incentive programs and other positive reinforcement programs seem to be working. However, due to
cutbacks in management levels and increasing work demands, managers are finding it harder and harder to determine
which employees most deserve recognition.
29. Refer to Case 10.1. Antonio’s company’s performance review program and encouragement of managers to express
appreciation to employees is an example of
a. incentive programs.
b. feedback and affirmation.
c. common courtesy.
d. Orloff’s definition of energy.
30. Kelly has a meeting with Mark. When she arrives, Mark is on the phone. Mark tells the caller that his appointment has
arrived and he will return the phone call later. This is an example of
a. dialogue.
b. positive energy.
c. courtesy.
d. praise.
Case 10.1
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Antonio’s company has an employee orientation program; has an extensive employee performance review program; and
encourages managers to praise, write letters of appreciation for jobs well done, and take the time to listen to their
employees. Years ago, the company began a positive reinforcement program. Managers were initially reluctant to support
the program because they expected employees to begin demanding pay raises. But the company kept working at it, and
eventually the program was accepted. Then, in order to increase quality and productivity, assembly-line workers were
paid based on piecework for each acceptable component that they built. When the incentive programs were first
introduced, employees competed with each other, teamwork was destroyed, and interpersonal relations dropped to an all-
time low. Now the incentive programs and other positive reinforcement programs seem to be working. However, due to
cutbacks in management levels and increasing work demands, managers are finding it harder and harder to determine
which employees most deserve recognition.
31. Refer to Case 10.1. The continuing success of the positive reinforcement programs depends on the company’s ability
to overcome which barrier?
a. Preoccupation with self
b. The “Too Busy” Syndrome
c. Misconceptions about positive reinforcement
d. Failing to identify commendable actions
32. Refer to Case 10.1. The managers’ initial resistance to the positive reinforcement program is an example of which
barrier to positive reinforcement programs?
a. Preoccupation with self
b. The “Too Busy” Syndrome
c. Misconceptions about positive reinforcement
d. Failing to identify commendable actions
33. Positive reinforcement is based on two facts about human nature: people appreciate recognition, and they
a. want to know how well they are doing.
b. prefer money or tangible rewards over verbal feedback.
c. want verbal, not physical, strokes for a job well done.
d. prefer to be left in the dark than to receive negative feedback.
34. Positive energy
a. finds methods of increasing pay for workers.
b. helps us cope with physically demanding work.
c. requires feedback and appreciation.
d. praises employees at the levels of senior management.
35. American culture has changed from our early days as farmers to
a. a culture of creativity and empathy for others.
b. the information age.
c. an era of small businesses.
d. a day when we should send “Thank You” letters by e-mail.
36. Kyoko is managing a team of people who are working on a critical project. She wants to use positive reinforcement,
but her days are so busy that she never seems to find the time. What should Kyoko do to best overcome this obstacle to
the use of positive reinforcement?
a. Ask the employees what they want her to say or do.
b. Put her own needs aside, lengthen her days, and continue dipping from her “bucket.”
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c. Give everyone a pay raise upon the project’s completion.
d. Plan and set aside a few minutes each day to provide positive feedback.
37. Workers experience higher job satisfaction and more satisfied clients if
a. they engage more with their coworkers.
b. a supervisor helps their self-esteem by providing salary increases.
c. managers create better incentive plans.
d. their home life is happy.
38. Which of the following is likely to contribute the least to positive energy in the workplace?
a. Encouraging workers to be prideful of their accomplishments.
b. Awarding all incentives with cash.
c. Practicing common courtesies.
d. Providing feedback and affirmation to employees.
39. A human quality that involves a giver and a receiver and that benefits both is:
a. pride.
b. narcissism.
c. gratitude.
d. serenity.
40. Some incentive plans do not achieve positive reinforcement results because
a. they do not use monetary rewards.
b. the incentives are too customized for individual wants and needs.
c. what they reward may foster unethical behavior or unproductive competition.
d. they result in overmotivation and overproduction to the point of having to lay workers off.
41. In order to provide superior customer service, organizations should keep in mind that
a. pay incentive programs for frontline employees are critical.
b. treatment of the customers must be top priority, even ahead of treatment of employees.
c. frontline employees should be given full autonomy over providing the service and receive minimal feedback.
d. every person should be respected regardless of their duties or their position.
42. According to the Theory of the Dipper and the Bucket, when we work under a manager who berates us for mistakes
but does not show appreciation for good work,
a. we increase our positive emotions in defense.
b. we fuel positive energy in others.
c. we have greater energy.
d. we experience an energy drain.
43. In order to create a healthier, more vibrant life,
a. always practice courtesy so others will be courteous too.
b. give feedback.
c. try to experience three positive thoughts for every negative one.
d. be fit.
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44. When it comes to rewarding individual and team performance, it is important to remember that
a. team incentives are the only ones that result in a “bottom-line” difference for a company.
b. rewarding and reinforcing are supervisory responsibilities.
c. employees prefer tangible to intangible rewards.
d. managers can benefit from positive reinforcement from their subordinates.
45. Energy can be defined as
a. the power of positive feedback.
b. the expression of positive thoughts and feelings.
c. incentive programs in the workplace.
d. the force that helps us do things with vitality and intensity.
46. Derrick was feeling drained after working for several hours on a demanding task that required intense concentration.
Derrick then ate lunch with Daisy, a coworker from another department, who shared a little about her morning, asked how
his project was going, and provided some cheerful encouragement for him to keep at it. By the time Derrick returned to
his desk, he felt renewed and was able to resume his work and complete the difficult task. This story demonstrates
a. the power of positive energy in the workplace.
b. that Derrick lacks adequate engagement in his job.
c. that Derrick’s esteem needs were satisfied.
d. the benefits of putting the employee first in an organization.
Case 10.1
Antonio’s company has an employee orientation program; has an extensive employee performance review program; and
encourages managers to praise, write letters of appreciation for jobs well done, and take the time to listen to their
employees. Years ago, the company began a positive reinforcement program. Managers were initially reluctant to support
the program because they expected employees to begin demanding pay raises. But the company kept working at it, and
eventually the program was accepted. Then, in order to increase quality and productivity, assembly-line workers were
paid based on piecework for each acceptable component that they built. When the incentive programs were first
introduced, employees competed with each other, teamwork was destroyed, and interpersonal relations dropped to an all-
time low. Now the incentive programs and other positive reinforcement programs seem to be working. However, due to
cutbacks in management levels and increasing work demands, managers are finding it harder and harder to determine
which employees most deserve recognition.
47. Refer to Case 10.1. Problems with diminished teamwork resulting from the introduction of the incentive program
could have been avoided by
a. paying overtime wages.
b. utilizing employee input in the planning stage, then field testing the program.
c. devising incentives that reward individual performance.
d. replacing pay with noncash “trophy value” awards.
Enter the appropriate word(s) to complete the statement.
48. People can enjoy authentic interactions with coworkers or managers who practice ________________, the process of
responding to a speaker by restating (sending back) the message that the speaker sent.
49. You can train yourself to become a more positive person. The most effective exercise is to engage positively with
people in your ____________________ network.
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50. Every time a waiter or waitress receives a 5-star service rating submitted by a customer, he/she earns bonus points,
which can be accumulated and redeemed for various prizes. This arrangement is an example of a(n)
____________________.
51. Many businesses, including Clinic Service Corporation, Migros Ticaret A.S., and Salesforce.com, have developed a
positive ________________________________ where employees feel engaged.
52. In the absence of intangible rewards like praise, workers frequently demand ____________________ tangible
rewards.
53. ____________________ is a term used to describe the human condition of a preoccupation with self.
54. In our hectic, over-stimulated work culture, one should find a state of mind that carries the urge to savor your current
circumstances and find ways to integrate them into your life more fully. This state of mind is called ________________.
55. Writing a ______________ after a being interviewed for a job or after receiving a generous gesture is an important
courtesy that is also associated with individual and organizational success.
56. The force that helps people to do things with intensity and vitality is called ____________________.
57. ____________________ is the emotional high that follows performance and success.
58. Showing gratitude is an important courtesy. Pretend you have just finished interviewing for a job of your choice.
Using the principles of thank-you letter writing explained in Chapter 10, write a thank-you note to your interviewer.
59. What are some common misconceptions that managers have about positive reinforcement?
60. How should a manager build an incentive plan for a team-oriented work environment?
61. What are the consequences of being a “positive person”?
62. Contrast positive and negative energy in an organization.
63. Do you agree that people and organizations need positive experiences to thrive? Name three authors who provide
support for positive experience and explain their point of view. Then, provide your own evidence to support your position.
64. When it comes to positive reinforcement, many people do not know what to do. Identify some activities through
which we can show approval.
65. Imagine you are a business consultant, and the owner of a small business has asked for your advice. Her catering
company is suffering from serious negativity, low morale, and sluggish productivity. Provide at least five solutions for
how she can reverse the negativity and create positive energy.
66. Briefly explain Tom Rath and Donald Clifton’s Theory of the Dipper and the Bucket. How would you explain a bucket
with holes using this analogy? Then, create a timeline of three events that might happen throughout a workday that
demonstrate the Theory of the Dipper and Bucket. For each event, be sure to indicate whose bucket(s) was filled or
depleted.
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67. You are the owner of a small event-planning business. Executing each event requires the cooperation of every one of
your five employees. Design an incentive program that rewards both the work of your staff team as a whole and the work
of the individual employees—without inciting competition that detracts from good teamwork. The program must
incorporate the three fundamentals described in Chapter 10.
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Answer Key
1. False
2. True
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26. b
27. b
28. b
29. b
30. c
31. b
32. c
33. a
34. b
35. a
36. d
37. a
38. b
39. c
40. c
41. d
42. d
43. c
44. d
45. d
46. a
47. b
48. active listening
49. social support
50. incentive program
51. company culture, workplace environment
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