Quintanilla, Business and Professional Communication: KEYS for Workplace Excellence 4e
SAGE Publishing, 2020
3. Bullying is “a group attack on a worker,” whereas mobbing is “an attack by a single
individual”
4. ICTs are information and communications technologies.
5. When it comes to dealing with angry or rude customers, giving in to their demands is the
most appropriate way to avoid further stress.
6. Overemphasizing employee failures is one type of workplace bullying that leads to stress and
burnout.
7. Bullying at work is often underreported or is swept under the rug.
8. Work–life balance is spending equal amounts of time on work and family.
9. Workplace stress can lead to obesity.
10. Internal time wasters are personal internal things brought on by mindset, motivation, and
bad habits.
11. You should set your own rules to define what work–life balance looks like for you.
12. Imbalance that individuals face in college generally works itself out and is not a problem
when they transition to professional life.
13. The best way to achieve work–life balance is to resign yourself to a career devoid of
promotions and advancement.
14. Our lives can be neatly separated into a work sphere and a personal sphere.
15. The absence of work–life balance is often defined by increased family conflict and may be
detrimental to individual health and organizational performance.
16. Carlton spends a lot of his time away from work trying to figure out how to survive or cope
with the abuse at work. Carlton is a victim of workplace bullying.
17. While still a problem, workplace bullying is less devastating and stressful than other sources
of work-related stress.
18. “Calling out” a target in public for being different or because he or she is not part of the “in
group” is a form of workplace bullying.
19. Targeting an individual, preventing access to opportunities, withholding information, or
physically or socially isolating an individual is a form of workplace bullying.
20. Jaime has been told to finish the project he is now working on by the end of the week or
face being fired. Jaime knows that there is little to no chance of meeting this deadline. This is a
case of workplace bullying.
21. Andrew’s boss has repeatedly asked him to meet after work and she has often told him
what she would like to do with him in those after work meetings. Andrew has tried to avoid
her, but the sexual harassment continues almost daily. Andrew is being bullied.
22. The nonsexual harassment of a coworker by a group of other workers or other members of
an organization designed to secure the removal from the organization of the one who is
targeted is known as workplace mobbing.
23. Workplace mobbing first received attention in the United States and Canada but has
emerged as a subject of increasing attention in Europe.
24. Victims of mobbing are typically lower-level employees who probably need to leave the
organization anyway.
25. Instances of workplace mobbing continue to grow in the United States.
26. Amit has been the victim of a group of coworkers who don’t like him because he is not the
same as everyone else in the small company. Amit is a victim of workplace mobbing.
27. Steve’s company has recently experienced loss of employees to other jobs and industries
that are perceived as having healthier workplace cultures. Steve’s company is experiencing
employee retention.
28. For some time, Myra’s company has been experiencing loss of employees to other jobs and
industries that are perceived as having healthier workplace cultures. Myra’s company is
experiencing employee attrition.
29. The line or division between work and life is referred to as a balance.
30. Roger has insisted in his life that there be a division between his work and his personal life.
It may be said that Roger has set a boundary.
31. There is an assumption that if professionals have a boundary between work and personal
life, then balance is the result.
32. People striving for work–life balance and professional excellence often consult popular
books on the topic.
33. The concept of emotional intelligence was initiated in the communication discipline.
34. Alfredo is a Type A personality. Alfredo needs to learn the art of saying yes.
35. Candace is a Type B personality. It is very likely that she is a reactive communicator.
36. Since Type B individuals tend to be more laid-back and less focused on time and deadlines,
they may have a tendency to ignore small problems until they become big problems.
37. Learning to say no and learning to be proactive benefit everyone, regardless of personality
type.
38. Anger is a primary emotion that occurs as a response to a situation or another emotion.
39. Sometime, Erik loses control of his emotions. At times, he experiences mild irritation but at
other times, he experiences intense fury and rage. Overall, what Erik is experiencing is anger.
40. Anger is an abnormal human emotion and should be treated medically as soon as it occurs.
Short Answer
1. ______ has the consequence of allowing people to take their worries about work home with
them.
2. The line or division between work and life is referred to as ______.
3. ______ is about people who share something relationally, mentally, physically,
psychologically, economically, or spiritually with one another.
4. ______ is more than a means to receive compensation; it plays an important role in our lives,
significantly impacting self-concept and well-being.
Quintanilla, Business and Professional Communication: KEYS for Workplace Excellence 4e
SAGE Publishing, 2020
5. ______ is the accomplishment of role-related expectations that are negotiated and shared
between an individual and his or her role-related partners in the work and family [life] domains.
6. Workplace ______ results in the humiliation, devaluation, discrediting, degradation, loss of
professional reputation, and, usually, the removal of the target from the organization.
7. Workplace ______ negatively influences job performance, causes an unhealthy work
environment.
8. Using people as ______ to draw attention to the victims or to reduce attention on the bully
for a failure of the group; the scapegoat’s status seems to face more of a threat than the bully’s
status does.
9. Productive employees who are committed to the organization and have a positive attitude
will tend not to go the extra mile out of fear that the bully will ______ their best efforts.
Quintanilla, Business and Professional Communication: KEYS for Workplace Excellence 4e
SAGE Publishing, 2020
10. Professionals who exercise emotional intelligence are more ______ in that they know their
own emotions and attempt to understand the emotions of others.
11. ______ to anger are concerns and frustrations you have about past, current, and future
events or a general negativity toward yourself.
12. Clarissa is always concerned that an incident that occurred when she first began working for
her company has held her back from being promoted and she often becomes angry with
herself. Clarissa is experiencing an ______.
13. It is important to identify ______ time wasters, which are personal things brought on by
mindset, motivation, and bad habits.
Essay
1. How do personality types lead to imbalance between work and life?
2. What are the benefits of work–life balance?
3. Name five strategies for achieving balance.
4. Discuss the concept of community.
5. Differentiate between external and internal triggers to anger and provide an example of
each.
6. What are the pros and cons of information and communications technologies (ICTs)?
7. Discuss how life demands can affect work–life balance.