In the begining of Chapter 15 it makes the point that laid-off workers
a. sue a company for discrimination more often in a poor economy.
b. are usually physically handicapped.
c. have difficulty if they are in a minority.
d. are usually the less skilled and talented employees.
Which of the following is a good money management strategy?
a. Save the equivalent of two or three months of salary for living expences if you lose
your job.
b. Remember that dual-income families are more successful about limiting their
spending than single-income families.
c. Don”t use credit cards.
d. Smart financial planning is only a matter of numbers.
Case 1.1
John and Mabel’s company, High-Tech Solutions, is a medium-sized high-tech firm
with a core employee group of highly skilled professionals. Around this core is a group
of twice as many part-time contract programmers and other computer professionals. As
they win programming contracts, they hire contract workers. When work slows, they let
the part-timers go but keep their core group. Their target industries are facing increasing
government scrutiny and possible regulation due to the number of firms that are doing
poor work and causing long-term problems for customers.
John believes, when hiring for either the core group or for the part-time work force,
they need to look not only at each candidate’s technical work skills and competency but
also think about other factors as well: the candidate’s emotional control, team
orientation, self-awareness, self-esteem, and what the company has to offer them in
terms of family support. Mabel agrees to a degree. She thinks that the key to
productivity and quality is through their people, but she wants to focus more on
technical competencies and less on the other areas John mentions.
High-Tech Solutions uses teams extensively. Employees are trained how to work in
teams, handle conflict, work cooperatively, etc. Joan, a five-year veteran at High-Tech,
plays softball in a church league with several of her coworkers. She has asked for
investment advice from a couple of the work-group members who are heavily into the
stock market. She, in general, highly enjoys her work because of the relationships she
has with her coworkers. In sharp contrast, one of the new employees is having a hard
time with her supervisor. She wants greater independence and more affirming feedback.
The supervisor wants to be sure the new employee can do her job, so he is supervising
closely and is giving a lot of corrective feedback.
Refer to Case 1.1. The new employee’s difficulty with her supervisor is an example of
a. a current growing trend that makes human relations skills important in the workplace.
b. sexual harassment.
c. the challenge of managing one of the key human relationships each of us has.
d. the concept of providing a supportive work environment for today’s employee.
Organizations in America are using teams because:
a. there is not one overall “best” management style.
b. there are so many layoffs and mergers.
c. leaders find it saves them money.
d. it is proven to be an effective strategy.
If you believe yourself to be a victim of sexual harassment, you should not
a. file a complaint to the EEOC immediately.
b. tell the harasser in no uncertain terms that the behavior is unwelcome and
inappropriate.
c. record dates and details of the incidents in a journal.
d. tell another coworker or coworkers about the harassment.
Case 2.1
B.F.E., Inc. is changing its employee benefits plan. Some of the changes will be positive
and some will take current benefits away. As vice president of human resources,
Cynthia is concerned that the communication to the employees be as accurate as
possible. When the changes are communicated from management to the employees, a
small group of employees reacts negatively. The employees don’t like the changes and
feel the company once again is taking advantage of them, even though the positive
changes outweigh what is being taken away. A representative is sent to Cynthia to
express their concerns. Cynthia is very concerned that she understand this group’s
concerns.
Refer to Case 2.1. In order to better understand the disgruntled employees’ concerns,
Cynthia needs to
a. use clear, concise language.
b. use her active listening skills.
c. use horizontal communication.
d. engage in squelching grapevine communication.
Case 12.1
Harvey is considering implementing team-building management in his company. He
wants to start with teams that work on the production line. He wants groups of five to
fifteen people, responsible for one clearly defined product, and he wants them trained to
be able to perform each other’s tasks. Harvey believes that effective teams permit free
expression of feelings as well as ideas, have members who listen to each other, and
have well-understood tasks and objectives.
Cynthia is a first-line supervisor in Harvey’s company. She has a high, balanced valuing
of both her people and their productivity. She seeks to be proactive in her management
and works hard at rewarding the contribution of ideas and recognizing
accomplishments. William, in contrast, is far more task-oriented and is more concerned
with production than with his people. To William, employees are instruments of
production.
Refer to Case 12.1. What could William do to improve his consideration skills?
a. Increase production by hiring more employees.
b. Take a personal interest in each employee.
c. Provide specific feedback during open office hours.
d. All of these.
Dave and Becky spend one Saturday per month helping Habitat for Humanity build
homes for poor families in their hometown. Their activity most likely directly enhances
their
a. disposable income.
b. social standing.
c. spiritual health.
d. intellectual growth.
Many companies are improving interpersonal relations by
a. attempting to establish a strong financial structure to ensure employee satisfaction.
b. using technology to enhance employee involvement in management decisions.
c. organizing their workers into teams in which each employee plays a part.
d. offering more services to stockholders.
Betsy can land a sale if she moves her customer’s order ahead of other orders placed
earlier. Company policy is “first in, first out.” When Betsy learns of the policy, she
explains to her customer she can’t “cut them into the production line ahead of other
orders.” She is following which guideline for making right ethical choices?
a. Not being driven by the need for instant gratification
b. Doing more than policy requires and less than it allows
c. Not being driven by the desire to succeed
d. Ensuring her values are in harmony with her employer’s
In Whole Foods Market, the organization and employees value their customers and
consistently strive to provide service that “satisfies and delights.” In return, employees’
efforts are valued and their results are rewarded. In this example, work behavior is
influenced by
a. organizational culture.
b. job influence.
c. family influence.
d. motivation.
In general, the means by which we come to an understanding of ourselves and others is
a. organizational culture.
b. trust.
c. self-acceptance.
d. communication.
According to McGregor, an effective work team is characterized by
a. an avoidance of disagreement.
b. the free expression of the team members’ feelings as well as their ideas.
c. participation by all members with diverse visions.
d. a formal, highly structured atmosphere.
People that are trying to resolve conflict and are in the problem definition step of the
process should be
a. collecting facts about what has resulted from the conflict.
b. collecting facts about how the conflict arose, not what has resulted from it.
c. figuring out if a misunderstanding or disagreement exists.
d. trying to see the problem from another point of view.
To encourage employees to monitor and report unethical or illegal behavior in the
workplace, an employer should
a. propagate a rigid code of company ethics with no room for “gray” areas.
b. develop a support system to enable “whistle blowers” to report their observations.
c. punish “whistle blowers” as nothing more than gossips out to destroy coworkers.
d. deny promotions and other rewards to employees who know about unethical or
illegal behavior but who fail to report it.
When an organization has a leadership style that emphasizes team building, you tend to
also have
a. higher productivity and profitability.
b. greater job satisfaction and lower stress for employees.
c. outcomes that are greater than the sum of the various inputs.
d. all of these.
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.
Despite facing a struggling economy, ABC Company offers its employees yoga and
healthy cooking classes at lunch and after work. The company is attempting to
a. reduce costs by promoting employee well-being.
b. enhance employee spirituality.
c. create self-directed learners.
d. make employees work harder by offering additional benefits.
Case 14.1
XYZ Corporation is undergoing a merger with a larger company. This change will bring
XYZ into the twenty-first century technologically but will bring about a number of
changes. As XYZ is the acquired company, about one-third of its work force will be laid
off. The reasons for the layoff have been clearly explained, and Virginia, the respected
president of XYZ, is implementing the layoff in the best interests of the company, even
though it is very painful for her. A number of the best employees and managers started
looking for new jobs before XYZ announced who would be laid off and who would
stay. Most employees are putting in long hours, and the company exercise room is full
as managers and employees try to burn off their fears and frustrations with these
changes.
Virginia is really excited about these changes and about the positive outcomes for the
future of the company and its employees. Virginia has handled things well but is under
a lot of pressure. She obsesses about being organized. She carries her pager into the
restroom with her and is constantly talking on her cellular phone. She likes to have her
computer terminal on whenever she’s in the office, just in case she needs it, and is very
uncomfortable when she has to travel without her laptop computer with its internal fax
modem and cellular phone link.
John was promoted from first-line supervisor to VP of operations because all of the
other managers found new jobs when the merger was announced. He didn’t want the
job, but he had to take it to stay at XYZ. He’s had to give up daily interaction with his
production line people and begin doing things for which he has little preparation or
experience and doesn’t particularly care for, like attending lots of meetings. He’s bearing
up well and is able to handle the increased responsibilities.
Refer to Case 14.1. Given the various stresses in this change for XYZ, what would be
the most effective stress management strategy for Virginia and John and the other
employees that they aren’t already doing?
a. Strenuous exercise
b. Sleep
c. Getting away on vacation
d. None of these
Herzberg’s motivational factors parallel, to some degree, which of the needs in
Maslow’s theory?
a. Self-actualization needs only
b. Self-actualization and esteem needs only
c. Self-actualization, esteem, and social needs only
d. Herzberg’s motivational factors parallel all needs in Maslow’s hierarchy
Peter’s workplace contains a gym and on-grounds day care service. The company also
offers employees monthly seminars on a wide range of topics such as stress
management and living on a budget. Peter’s employer demonstrates an appreciation for
developing the concept of
a. the total person.
b. diversity.
c. group membership.
d. values.
John (VP of finance), Evie (manager of accounting), and Rebecca (a staff accountant)
are discussing an upcoming audit. In terms of organizational communication, this is an
example of
a. the grapevine.
b. horizontal communication.
c. vertical communication.
d. telecommuting.
Individuals can achieve greater satisfaction from their careers and personal lives when
they are supported and strive to manage
a. the relationships with their personal selves.
b. their one-to-one relationships.
c. their group member relationships.
d. all of these.
Which of the following statements is a guideline from the new etiquette for
organizations?
a. Women executives should open the door for male executives.
b. Men should continue to assist women or other men with heavy loads, but women are
not expected to help men.
c. When an executive visits another executive in his or her office, the visited executive
should rise to greet him or her.
d. When greeting a woman executive, a male executive should always note her
appearance.
Critical listening involves a number of important skills, including
a. being patient.
b. analyzing presented information.
c. using words carefully.
d. demonstrating a listening attitude.
John is a customer service employee at a small bakery. He notices a customer
deliberating the chocolate chip or sugar cookies. In his head, John hears his boss, “I
trust your judgment; do what it takes to delight the customer.” With that in mind, John
offers the customer a sample of each cookie. John’s boss uses ____ as a motivational
tool.
a. incentives
b. job design
c. training and education
d. empowerment
Rosa and Andrew are discussing a project over the phone. Rosa, as Andrew’s boss, tells
him she wants to “hit a home run” with it. Rosa means she wants a winner; Andrew
thinks she means that she wants to drop the project and get as far away from it as
possible. This misunderstanding is an example of the communication filter of
a. emotions.
b. role expectations.
c. semantics.
d. attitudes.
We should remember that your communication style
a. is a reflextion of how well you communicate.
b. is an ability to communicate
c. is how you prefer to communicate.
d. changes as you advance in your career.
Case 11.1
Wayne is making a sales call on a new client company. The previous sales professional
servicing this account, Tom, left to join another company. Wayne had liked Tom the
moment he met him but thought of him as a bit of a slob because of the way he always
chewed gum.
Wayne is calling on Cassandra, the operations manager for this company. She is a
middle-level manager. As Wayne walks into Cassandra’s office, he notes her
expensively tailored suit, her professional demeanor, the simple cologne, and the lack of
jewelry. Cassandra’s appearance and office dcor are reminiscent of the VP’s office in
Wayne’s own company.
During the sales call Wayne is somewhat nervous. He stutters occasionally during the
presentation, stumbles over the answers to a couple of Cassandra’s questions, and tends
to end his statements with a question. At the end of the call, Cassandra thanks him for
his visit, the information, and walks out to the main entrance with him, making casual
conversation. They shake hands, and Wayne goes on to his next sales call. As she walks
back to her office, she thinks, “Should I do business with a company represented by
someone with so little self-confidence?”
Refer to Case 11.1. Cassandra’s appearance and office dcor represent which principle of
career wardrobe decisions articulated by Susan Bixler?
a. If you want the promotion, look promotable.
b. The first contact is the most important contact in subordinate-superior relationships.
c. If you want respect, dress better than your industry standard.
d. Carriage and entrance are critical in first-contact situations.
Which of the following is an important guideline to follow when entering an important
business meeting?
a. If you feel apprehensive, don’t worry about showing it through your body language.
b. Display confidence in yourself with a strong stride and good posture.
c. Come in quietly and take a seat toward the end of the meeting table.
d. Be sure to comment on each agenda item as it is discussed.
One reason that the importance of interpersonal relations in business is increasing is
a. organizations’ ability to demonstrate bottom-line results.
b. the increasing isolation of the work through the use of computer technology.
c. organizations’ increasing customer service orientation.
d. the decreasing costs of implementing human relations programs.
The term “Hispanic” is a label of ____________________ that includes people
descending from countries such as Spain, Mexico, Cuba, or Columbia.
One way to help ourselves achieve emotional control might be to
a. develop ways to help ourselves capitulate to our emotions.
b. give physical expression to our emotions.
c. anticipate our responses by keeping close track of what touches off our emotions.
d. deny and suppress any strong negative emotions until they disappear.
Which of the following statements is an example of someone demonstrating aggressive
behavior in a group meeting situation?
a. “Are you crazy? You will never get anywhere if you try to negotiate with
management.”
b. “I hear what you are saying. That is a good idea. I think we might also try to
negotiate with management.”
c. “I think we should gather more information before we take any further steps.”
d. “Would you mind explaining your plan again? I want to make sure I understand.”
It is easy to blame stress on a particular person or event. However, a great deal of stress
is caused by
a. our biological processes.
b. rationalization.
c. negative thinking and faulty reasoning.
d. our work in general.
Cutting off older workers from job-related training and career development
opportunities is a form of subtle discrimination.
The principle that first impressions establish the mental framework within which a
person is viewed and that other evidence is either ignored or reinterpreted is known as
the ____________________.
Using an informal e-mail address such as GroovyGal@address.comis appropriate in the
business setting because it seems unintimidating.
Individuals who remain employed after a round of downsizing experience stronger
“survivor” morale after the process.
Asking good friends about how you express your emotions is one of the best ways to
achieve greater emotional control.
Emotional intelligence is a powerful predictor of leadership success because it gives
you the ability to monitor your own and others’ emotions and deal with them
effectively.
Members of the Baby Boomer generation often want to build a portable career and
require frequent comments on how they are doing.
Our temperament, which is relatively fixed from a very early age, is simply our early
predisposition to the way we display our emotions.
Describe how generational influences shape our values.
Do you agree with the statement “leaders are made, not born”? What theories would
support or discredit this statement, and how? What ideas can you add to support your
position?
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.
Advancing her career and spending time with family are important values to Allison.
She feels stressed when her work commitments often spill over into weekends. The
stress Allison feels is a result of ____________________.
How can you tell if you are under too much stress?
The American Public Health Association may be a relevant ____________________
for a nurse or physician to learn information and compare ideas in ways that influence
their attitudes and behaviors.
To help others change their attitudes, you can change the conditions that precede the
inappropriate behavior or change the ____________________ that follow.
Employees rather than organizations benefit from a commitment to total person
development.
Current media can help shape your character.
What is communication bias?