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In the opening of Chapter 11, you were met a person who was very successful in her
competitive market because she built a __________________ with her special talents
and promoted it.
a. career
b. image
c. first impression
d. personal brand
Case 3.1
Miguel has a big sales presentation tomorrow. He's planning how to adapt his
presentation to meet the needs of his customer. Miguel would describe himself as
highly competitive, outgoing, talkative, and also disciplined, serious, and formal. His
customer, Regina, listens to him attentively, expresses herself thoughtfully and
deliberately, and would describe herself as easygoing, friendly, and casual.
Refer to Case 3.1. Based on the terms Miguel uses to describe himself, he is most likely
to have a(n) ____ communication style.
a. emotive
b. director
c. supportive
d. reflective
The secret to dealing with change is to
a. try to prevent the change from occurring.
b. keep your opinions about the change to yourself.
c. continuously meet with your supervisor to discuss the change.
d. surrender to change.
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.
Case 17.1
William is a 38-year-old computer systems executive. He has come to a point in his life
where he is reassessing his ambitions and personal life. He attends professional
development conferences regularly and is working on an MBA. Although he eats a
low-fat diet and exercises regularly, he works 70-80 hours a week, seldom sees his
children except after they are in bed, does not visit his place of worship except on
religious holidays, and feels as though his wife is a stranger. William believes that if he
can earn just 20 percent more, he can relax because his family will be financially
secure.
Refer to Case 17.1. In order to attain a "right livelihood," William needs to
a. get promoted so he can delegate more of his work.
b. lose weight and get in better shape.
c. de-emphasize the spiritual side of his life.
d. make a conscious choice to do so.
Case 3.1
Miguel has a big sales presentation tomorrow. He's planning how to adapt his
presentation to meet the needs of his customer. Miguel would describe himself as
highly competitive, outgoing, talkative, and also disciplined, serious, and formal. His
customer, Regina, listens to him attentively, expresses herself thoughtfully and
deliberately, and would describe herself as easygoing, friendly, and casual.
Refer to Case 3.1. Regina probably has a(n) ____ communication style.
a. emotive
b. director
c. supportive
d. reflective
Without ____ it is impossible to build a trusting relationship with the people you lead.
a. charisma
b. strength
c. intelligence
d. character
Anne and Larry were discussing what restaurant to go to for dinner. Anne wants to go to
a quiet Mexican food restaurant. Larry wants a quiet place and doesn't care about the
food. In the course of the conversation, Anne becomes upset because she thinks Larry
wants to stay home. In terms of the conflict resolution process, Anne and Larry are at
what step in the process?
a. Deciding if they have a misunderstanding or a disagreement
b. Problem definition and information gathering
c. Clarifying perceptions
d. Developing options for mutual gain
Which of the following statements are true regarding age in the workplace?
a. Older workers are unable to adapt to the changing workplace.
b. Older workers have a more difficult time understanding the latest technology.
c. Older workers are productive, cost-effective employees.
d. Older workers cost companies more in health benefits.
Sociability can be defined as a tendency to
a. take charge in social situations.
b. be more reserved and formal in social relationships.
c. to seek and enjoy social relations.
d. be cooperative.
When dealing with a bully, the best strategy is to
a. listen and write down their main points.
b. keep your cool and ask the bully to fully explain what he or she is trying to say or do.
c. suggest taking time to cool down.
d. acknowledge their expertise.
Over recent years, the American economy has slipped into recession. In these times, it
is possible to avoid fueling prejudices
a. by stiffening immigration laws and quotas.
b. if individuals of different racial and ethnic backgrounds but roughly similar
socioeconomic backgrounds make efforts to relate with one another.
c. by outsourcing more jobs overseas.
d. if individuals focus less on primary dimensions of diversity and more on secondary
dimensions.
Johanna often feels she is a helpless victim to other people's actions. Her sister
frequently decides her schedule dictates which events she will attend. For Johanna, she
would rather endure feelings of helplessness then confront her sister about how she
feels. This is an example of which emotional style?
a. Suppressive
b. Overexpressing
c. Accommodating
d. Capitulating
Facial expressions
a. reflect inner emotions more accurately than words do.
b. usually have little to do with the positive or negative impressions others form.
c. are "teleprompters" that help others read your mood and personality.
d. are less important than "good looks" in communicating a positive impression.
From an interpersonal relations perspective, major forces that influence work behavior
include
a. the general state of the economy.
b. the organizational culture, supervisory-management personnel, and group
cohesiveness.
c. the physical characteristics of the workplace environment.
d. the technological methods and infrastructure used to accomplish an organization's
work processes.
Based on the Americans with Disabilities Act, organizations may be deemed
discriminatory to those with disabilities if they
a. make special accommodations for accessing the workplace.
b. reject disabled applicants who, with or without accommodations, cannot perform
essential job duties.
c. draw attention to various disabilities in a diversity training session.
d. terminate high-performing alcoholic employees.
The New Economy rewards workers for being career activists. To acquire the skills and
abilities, you need to
a. develop a strong personal brand by building your strengths and overcoming your
weaknesses.
b. learn about as many different topics as you possibly can.
c. develop new working habits that allow you to spend more time in the office.
d. all of these.
Tom is at a meeting with potential clients. Which is an etiquette mistake he could
potentially make?
a. Ordering grilled chicken with shrimp on the side
b. Waiting to eat until everyone has received their food
c. Forgetting to turn off or silence his cell phone beforehand.
d. All of these
According to the authors, which is not one of the 12 major factors that form your
image?
a. Self-esteem
b. Handshake
c. Traditions
d. Dress and grooming
According to the Theory of the Dipper and the Bucket, when we engage in
self-deprecation in an attempt to influence others to cheer us up or compliment us,
a. we increase our positive emotions.
b. we fuel positive energy in others.
c. we have greater energy.
d. we diminish ourselves.
One of the biggest challenges facing American business in the global marketplace is
a. maintaining ethics while working with countries operating under a different code of
ethics.
b. language barriers.
c. maintaining company standards across operations.
d. internal value conflicts.
Case 6.1
Martin is managing a production line in a manufacturing plant in the Midwest. Martin
has a quality and productivity problem in one part of the manufacturing process. He
discovers that his workers aren't sure what to do. When he asks why they didn't ask
questions, the universal reply is, "We Midwesterners don't ask questions, we just do."
Martin decides to address this problem by offering recognition rewards for anyone who
asks the most job-related questions each month that lead to process improvements.
Unfortunately, Martin finds the program doesn't work. When he further questions his
workers, he discovers that no one wants to be the first to ask questions. As a group,
workers still feel that they should figure it out on their own and not ask questions.
Martin finds Carmen, one of the workers that everyone else admires, and talks her into
being the first to ask questions as part of the program. After about a month, several
other people begin to submit questions, and soon everyone in the plant is asking
questions.
Refer to Case 6.1. The source of Martin's production and quality problem is an example
of which influence on attitudes?
a. Rewards and punishment
b. Role models
c. Peer or reference group
d. Culture
Case 15.1
Topco, Inc. is a manufacturer of electric fans and other low-tech cooling devices. Joan
is the HR director. She is conducting a workshop for her managers on valuing diversity.
In an open discussion about the managers' concerns on this topic, Bob says, "I don't
care what someone's race or gender, or whatever, is. I just have a tough time with the
soft, fat, college-educated kids who come in here and tell me how to do my job." Jane
chimes in, "The real issue here is men's inability to relate to women, each other, and
minorities. I've yet to meet a male manager who can really understand someone who's
not one of his drinking buddies." After a few more comments, Joan continues with the
training program.
Joan spends some time demonstrating that highly skilled talented people will leave their
company if not valued, how an inappropriate joke creates tension, and how failure to
value individual employees could even lead to acts of sabotage. She then moves to
brainstorming what each manager can do as an individual to enhance diversity. She
closes the day's session with a discussion of how diversity training programs need to be
seen as a process and need to have clear objectives that permit assessment and be
supported by managers and top managers if they are to succeed.
Refer to Case 15.1. Jane's comments are an example of ____ prejudice.
a. gender
b. race
c. age
d. sexual orientation
When Sean finds himself in a stressful situation, he determines which aspects of his
situation are in his control and he adjusts them accordingly. This is an example of
a. acceptance.
b. self-determination.
c. manipulation.
d. resilience.
To identify our emotional style, we can
a. ask a friend to assess our emotional patterns.
b. choose an emotional style and take on the characteristics of that style.
c. take a running inventory of our emotions throughout the day and compare them to the
activity that was occurring at the moment.
d. fine-tune our emotional style.
Good manners are essentially
a. thinking of the welfare of another, as expressed through kind, considerate behavior.
b. relaxed informality in the workplace.
c. rules established by older people who are rather inflexible and stoic.
d. traditional rules for behavior passed down over long years.
Women use conversation as a way to
a. build and maintain relationships.
b. negotiate.
c. exchange information.
d. discover differences and uniqueness.
Case 17.1
William is a 38-year-old computer systems executive. He has come to a point in his life
where he is reassessing his ambitions and personal life. He attends professional
development conferences regularly and is working on an MBA. Although he eats a
low-fat diet and exercises regularly, he works 70-80 hours a week, seldom sees his
children except after they are in bed, does not visit his place of worship except on
religious holidays, and feels as though his wife is a stranger. William believes that if he
can earn just 20 percent more, he can relax because his family will be financially
secure.
Refer to Case 17.1. The most glaring lack of a nonfinancial resource in William's life is
which of the following?
a. Self-esteem
b. Education and training
c. Leisure time
d. Healthy diet
Gina and Bill are managers for two separate projects. Gina works with the robotics
repair and maintenance. Bill receives all the customer complaints that his customer
service staff cannot handle.
a. Gina has the more difficult job.
b. Bill is more likely to be withdrawn.
c. Gina is more likely to be withdrawn.
d. They both have jobs that cause emotional exhaustion.
In Chapter 7, you were introduced to the story of Selina Lo. Her personality makeover
demonstrated
a. relationships are usually more important than products.
b. that she needed to express her feelings more.
c. the balance necessary between work and home.
d. that additional pay is not always attractive.
The director communication style is characterized by
a. spontaneous, uninhibited behavior.
b. frankness, assertiveness, and determination.
c. a friendly persuasiveness.
d. unhurried, thoughtful decision-making.
Organizations today work hard to create appropriate ____________________ that
attract and maintain highly qualified workers during volatile times.
Effective cross-functional teams need management to clearly state their purpose.
People with director communication styles are more likely to make good leaders.
Gestures are a transnational means of communicating, in that they have the same or
universal meaning across cultures.
Gritty people are more inclined to be motivated by instant gratification.
A teenage friend is struggling with his self-esteem. What should he understand about
development of self-esteem during this critical time?
Social relationships, working conditions, organizational policies, and administration are
all examples of Herzberg's motivational factors.
One of the ways to eliminate violence in the work place is to hire more part-time
workers.
According to goal-setting theory, goals should be specific, difficult, and participatively
set.
People should avoid communicating within the ____________________ in order to
maintain good relations with others.
The quality of one's work is related to one's ability to cope with family problems.
Many people do not achieve their full potential because they are afraid to venture
outside their ____________________.
Saying "I feel confused; I don't think I can focus with my headache" at work is an
equally authentic yet more appropriate form of self-disclosure than saying "I feel
confused; it must be because of this hangover from last night."
Define what attitudes are and discuss five forces that influence their formation .
In the communication style model, the excess zone is also know as the flexibility zone
because people in this zone are able to dramatically change with the style of others with
whom they come in contact.
Organizational culture is the collection of shared beliefs, values, rituals, stories, and
myths that foster a feeling of community among organizational members.
Self-description includes telling your co-workers the types of food you enjoy and the
movies you like to watch.
