1-1
Chapter 01 Human Relations: A Background
True / False Questions
1.
(p. 4)
The skill or ability to work effectively through and with other people is known as human
relations.
TRUE
2.
(p. 4)
Poor human relations skills can make an otherwise able person seem like a poor
performer.
TRUE
3.
(p. 4)
Internal customers can be defined as a department’s employees, or as employees in other
departments within an organization.
TRUE
4.
(p. 5)
The two sets of behaviors now considered the most important for new job applicants are
communication skills and human relations abilities.
TRUE
5.
(p. 6)
The ability to work with people is not an essential skill in e-commerce as there is no face-
to-face interaction with the customers.
FALSE
6.
(p. 7)
Small businesses feel pressure to meet the high international standards of the foreign
market, and of the huge multinational companies that dominate the economy.
TRUE
7.
(p. 8)
Generation Y is characterized by middle-aged adults who find themselves pressed for time
and finances to support their own children along with their aging parents and parents–in–
law.
FALSE
8.
(p. 8)
Human relations is just common sense.
FALSE
9.
(p. 9)
In the workplace, the key to top performance and high-quality work is healthy self-esteem.
TRUE
10.
(p. 10)
Without trust, mutual respect is meaningless.
TRUE
11.
(p. 10)
If your self-esteem is too fragile, you will have little energy left for cultivating mutual
respect.
TRUE
12.
(p. 10)
Self-disclosure is the knowledge of how you are being perceived by others.
FALSE
13.
(p. 10)
Self-awareness allows individuals to know what in their own behavior is being perceived as
real by other people.
TRUE
14.
(p. 10)
Self-disclosure promotes genuineness and closeness in your relationships with other
people.
TRUE
15.
(p. 10)
Part of the communication ability is based on listening levels, which include listening for
feelings and emotions as well as for objective content.
TRUE
16.
(p. 11)
Group dynamics is defined as the positive consideration or regard that two people have for
each other.
FALSE
17.
(p. 13)
“The Philosophy of Manufacturers” written by Andrew Ure suggested that workers should
have medical help, good ventilation, and even sick leave.
TRUE
18.
(p. 13)
According to Max Weber, human relations problems are caused by favoritism, nepotism,
and other unfair practices.
TRUE
19.
(p. 14)
Max Weber is known as the pioneer of scientific management.
FALSE
1-4
20.
(p. 14)
Taylor’s scientific management approach contained two major features: careful hiring and
in-depth training.
TRUE
21.
(p. 14)
Frederick Taylor is universally criticized as someone who cared more about the needs of
workers than about production.
FALSE
22.
(p. 14)
One of Taylor’s best-known victories was the discoveries based on the Hawthorne studies.
FALSE
23.
(p. 15)
Mary Parker Follett identified a system of bricklaying with more than double the
productivity of the old system.
FALSE
24.
(p. 16)
From the Hawthorne Studies, Elton Mayo found that the relationships that had formed
naturally in the workplace made up what he called the informal organization.
TRUE
25.
(p. 17)
The most important improvement Elton Mayo brought was that managers began to
understand the complex needs of workers instead of seeing them mostly as people who
need wages.
TRUE
1-5
26.
(p. 17)
The Wagner Act made it illegal for employers to use scare tactics or other techniques to
prevent employees from forming or joining unions.
TRUE
27.
(p. 17)
During World War II, scarcity of jobs made many employers feel that they could “fire the
problems and hire the solutions.”
FALSE
28.
(p. 18)
Theory X managers see workers as happy to work and able to assume responsibility.
FALSE
29.
(p. 18)
Eric Berne’s transactional analysis was a method of understanding interpersonal
communication in a workplace.
TRUE
30.
(p. 18)
Total Quality Management (TQM) emphasized that the final product is more important than
the process of creating that product.
FALSE
Multiple Choice Questions
31.
(p. 4)
Which of the following statements is true about human relations?
A.
It is about enforcing people to do what you want them to do.
B.
It is a study in understanding human behavior in order to manipulate others.
C.
It includes a desire to understand others and their talents and abilities.
D.
It is just common sense.
32.
(p. 4)
_____ can be classified as internal customers.
A.
Competitors
B.
C.
Employees of a department
D.
Online customers
33.
(p. 4)
Which of the following is a reason for the widespread anti-American sentiment in the
global marketplace?
A.
Americans appear to use poor human relations skills while engaging in business with
other cultures.
B.
Americans emphasize the process more than the product in the workplace.
C.
Countries like China, India, and Japan have been unable to make a major impact on
world markets or even compete with the United States.
D.
Americans assume that having a college degree is no longer a ticket to a meaningful
career.
34.
(p. 5)
The study of human relations becomes important because:
A.
it emphasizes the knowledge of computer and technology.
B.
it reduces diversity in the workplace.
C.
it renews emphasis on working groups.
D.
it stresses the importance of laying emphasis on the product rather than the process.
35.
(p. 6)
The generation of Americans born between 1965 and 1980 is referred to as ____.
A.
the Baby Boomer generation
B.
Generation X
C.
Generation Y
D.
the Millennial Generation
36.
(p. 6)
Which of the following is true about today’s Generation Y?
A.
They care more about production than about the needs of workers.
B.
They feel that finding good, sustainable–wage jobs are hard, and advancement is very
difficult.
C.
They develop poor human relations with subordinates because many of the middle
managers were called “hippies” in the past.
D.
They see workers as lacking ambition, disliking work, and wanting security above all
else.
37.
(p. 6)
The generation of Americans born between 1946 and 1964 is referred to as:
A.
Generation X.
B.
the Millennial Generation.
C.
Generation Z.
D.
the Baby Boomers.
38.
(p. 7)
Which of the following statements is true about competition in the workplace?
A.
The increasing number of people doing business on the Internet has resulted in a
decline in competition among businesses.
B.
Competitiveness is yet to reach rural areas where small businesses still don’t feel the
pressure.
C.
Due to increased competition, having a college degree is no longer a ticket to a
meaningful career.
D.
Countries such as China, India, and other Asian nations are yet to create an impact on
the world markets.
39.
(p. 7)
Which of the following statements is true of current challenges in human relations?
A.
Today’s Generation Y can tend to find that good, sustainable-wage jobs are relatively
easy to come by, but advancement is very hard.
B.
Additional financial pressures in dual-career families cause workplace stress and
difficulties for everyone involved.
C.
Having a college degree guarantees a ticket to a meaningful career but seldom a well–
paying job.
D.
Small businesses seldom feel pressure to meet the high international standards of the
foreign market and of the huge multinational companies that dominate the economy.
40.
(p. 8)
People who belong to the sandwich generation:
A.
are currently entering the job market.
B.
are mostly in management positions.
C.
find themselves squeezed for time and finances.
D.
see workers as lacking ambition, disliking work, and wanting security above all else.
41.
(p. 8)
Which of the following is NOT a characteristic of human relations?
A.
Good human relations means being honest.
B.
Human relations includes a desire to understand others.
C.
Human relations skills must be developed throughout one’s life.
D.
Human relations is just common sense.
42.
(p. 9)
The study of human relations has two goals: personal development and growth, and ____.
A.
manipulation of human behavior
B.
achievement of an organization’s objectives
C.
finding quick fixes for personal problems
D.
finding a cure-all for organizational problems
43.
(p. 9)
Higher self-esteem:
A.
improves attitudes, job morale, and overall quality of life.
B.
is the positive consideration that two people have for each other.
C.
results in an individual possessing little energy for cultivating mutual respect.
D.
ensures that a person’s relationship with the other becomes closer.
44.
(p. 9)
What is the importance of healthy self-esteem in the workplace?
A.
It is at the core of most strategic issues in organizations.
B.
It enables an individual to understand group dynamics.
C.
It is significantly important for individuals working as islands of expertise.
D.
It is the key to top performance and high-quality work.
45.
(p. 10)
Mutual respect:
A.
is the knowledge of how you are being perceived by others.
B.
can exist only when a person’s self-esteem is stable.
C.
is the process of letting other people know what you are really thinking and feeling.
D.
allows individuals to know what in their own behavior is being perceived as real by other
people.
46.
(p. 10)
_____ reflects the positive side of human relations by allowing others to see what feelings
and thoughts you really have.
A.
Self-disclosure
B.
Self-awareness
C.
Self-esteem
D.
Self-efficacy
47.
(p. 11)
Which of the following statements is true of group dynamics?
A.
It is related to a variety of mental health issues, including alcoholism, anxiety, and
depression.
B.
It excludes the areas related to conflict management.
C.
It gives an individual the power to enforce group members to do as instructed.
D.
It serves as the cornerstone in the study of human relations.
48.
(p. 11)
Which of the following management experts was of the opinion that management is about
human beings, and its task is to make people capable of joint performance, to make their
strengths effective and their weaknesses irrelevant?
A.
Stephen Covey
B.
Abraham Maslow
C.
Peter Drucker
D.
Eric Bern
49.
(p. 11)
Which of the following groups founded in 1869 denounced the bad working conditions and
unfair treatment in many workplaces of the time?
A.
Mechanics’ Union of Trade Associations
B.
American Federation of Labor
C.
Congress of Industrial Organizations
D.
The Knights of Labor
50.
(p. 13)
Robert Owen influenced the industrialists in early 19th century by:
A.
introducing the idea that treating workers better would actually increase productivity
and profits.
B.
publishing a book called “The Philosophy of Manufacturers.”
C.
recognizing the importance of careful hiring and in-depth training to increase workers’
productivity.
D.
conducting the Hawthorne experiments.
51.
(p. 13)
Which of the following reforms was introduced by Robert Owen?
A.
Building company towns where workers would live in company houses
B.
Suggesting that workers should have medical help, hot tea on a regular basis, good
ventilation, and even sick leave
C.
Stopping the employment of young children in his factory and encouraging his
workforce to stay sober
D.
Reducing motions involved in bricklaying to five by inventing labor-saving devices and
changing workers’ routines
52.
(p. 13)
Which of the following books related to human relations was published by Andrew Ure in
1835?
A.
Landmarks of Tomorrow
B.
Men, Ideas, and Politics
C.
The New Realities
D.
The Philosophy of Manufacturers
53.
(p. 13)
Which of the following reforms was suggested by Andrew Ure in his book “The Philosophy
of Manufacturers”?
A.
The work of the people in an organization should be done in an orderly way, with only
one supervisor to whom each worker must answer.
B.
Workers should have medical help, hot tea on a regular basis, good ventilation, and
even sick leave.
C.
Identify “one best way” to perform a task to increase the productivity and profit.
D.
Managers should carefully select and train workers for specific tasks.
54.
(p. 13)
Which of the following models was suggested by Max Weber to deal with favoritism and
nepotism?
A.
Adhocracy
B.
Time and Motion Study
C.
Bureaucracy
D.
The Hawthorne Experiment
55.
(p. 13)
Max Weber’s model “bureaucracy” helped in reducing favoritism and other unfair practices
by:
A.
assigning specific duties and responsibilities only on the basis of talent and ability.
B.
assigning multiple supervisors to whom each worker must answer.
C.
advocating careful selection and in-depth training of workers to motivate them.
D.
implementing rules like standard work days, relaxed and regular lunch breaks, and rest
periods.