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65.
(p. 426) Which of the following is the final step of the complaint model?
66.
(p. 426-427) You are a manager in the frozen foods department of a supermarket. Every two weeks, the
frozen foods cases must be cleaned. Since Chris does the best job, you usually select Chris to clean the cases.
Chris has come to you and said, "Why do I always have to do the dirty work of cleaning the cases? It's not fair
that I have to clean the cases more often than the other two employees." According to the complaint model,
which of the following should you do immediately after listening to Chris and paraphrasing his complaint?
67.
(p. 426-427) You are a manager in a retail store. The company policy is that employees should not work
for longer than three hours without a 10-minute break or a 30-minute meal period. Employees are not to take
breaks until told to do so by you. During the recent holiday season, you have not been giving employees their
breaks. Donald comes to you and says, "Why do I have to work such long hours without a break? It's not fair.
Yesterday I worked for five hours without a break." In this scenario, which of the following steps of the
complaint model should you take first?
68.
(p. 426-427) You are a clergy person managing a religious organization. You have four part-time
employees to answer the door and phone and to do odd jobs in between. These employees' minimum wages
have been increased recently. The increased cost is not yet in your budget, so you decided to cut back the
number of working hours of Fabio, one of the employees. Later, Fabio comes to you and says, "Why do I get
stuck losing more hours than the other three workers? I'm as good as or better than any of the other workers. It's
not fair." You ask Fabio for a solution. According to the complaint model, which of the following should be
your next step?
69.
(p. 427) A customer has complained that the cashier has made a mistake and charged her more than what she
owed. As a manager, which of the following steps would you take first to handle this complaint?
70.
(p. 427) Which of the following is the last step in handling a customer complaint?
71.
(p. 408) Discuss a situation in which you were discriminated against for some reason.
72.
(p. 408) Cite an example of employment discrimination in recruitment, selection, compensation, upward
mobility, or evaluation, preferably from an organization for which you work or have worked.
73.
(p. 409) Have you, or has anyone you know, gone through diversity training? If yes, describe the program.
74.
(p. 410) Have you, or has anyone you know, been asked an illegal discriminatory question during the hiring
process? If yes, identify the question(s).
75.
(p. 412) Describe the affirmative action program at an organization, preferably one for which you work or have
worked.
76.
(p. 412) Have you ever seen any employees under the influence of alcohol or drugs at work? How did their
substance use affect their ability to work?
77.
(p. 413) How do you feel about drug testing by employers? Why do you feel this way?
78.
(p. 413) How would you feel about working with a person who has AIDS? Why?
79.
(p. 414) Have you, or has anyone you know, been sexually harassed? If so, describe the situation(s) (use
language acceptable to everyone).
80.
(p. 414) How do you feel about the fact that certain groups are legally protected against discrimination?
81.
(p. 415) What are your views on dating coworkers? Have you dated coworkers, or will you date coworkers in
the future?
82.
(p. 418) How do you feel about having a female boss? Why?
83.
(p. 426) Have you experienced any cultural differences in human relations with others? If so, explain.
84.
(p. 427) Identify a complaint you brought to a supervisor. If you have never complained, interview someone
who has. State the complaint and identify the steps in the complaint model the supervisor did and/or did not
follow.
85.
(p. 409-412) Clearly, women and minorities were held back from employment opportunities in the past. So
shouldn't we give them special consideration today (like giving them jobs when they are qualified even though
there are better qualified white males)? Should we be increasing or decreasing affirmative action programs?
86.
(p. 409-412) Do we really need laws to get organizations to give equal opportunities to all? Should the
current employment laws be changed? How?
87.
(p. 412) Should religious people be given breaks and a special place to pray during their work time?
88.
(p. 412) Some companies and jobs have a mandatory retirement age. Should the government pass a law stating
a mandatory retirement age?
89.
(p. 412) Do you feel comfortable being around people with disabilities? Should organizations make special
efforts to hire individuals who are disabled? Are organizations that hire workers with disabilities just being
socially responsible, or are the workers productive?
90.
(p. 415) Do you agree that people who work together can date? How might dating lead to sexual harassment?
Should organizations have policies about employee dating? If they have policies, what should the policies
include?
91.
(p. 417) Only a small percentage of Fortune 500 companies have female CEOs. One solution to increase the
number of women CEOs would be to have co-CEOs, one male and one female. Do you think this would work?
Do you have any other ideas on how to break the glass ceiling?
92.
(p. 418) Consider the statement, "Sexist and racist jokes are just meant to be funny and no one gets hurt
anyway." Do you agree?
93.
(p. 419-421) The traditional family hasn't been the norm for several years. Instead, it is being overtaken by
dual-income earners and single parents. Are we better off today, or should we return to the traditional family?
94.
(p. 419-420) The percentage of married people has declined over the years due to divorce and people living
together. Also, male and female roles have changed. Do these trends help or hurt society?
95.
(p. 425-426) Consider the statement, "With the global economy, people around the world are becoming
more and more alike, so why be concerned about diversity?" Do you agree? Should organizations conduct
diversity training?
96.
(p. 407-408) Distinguish between prejudice and discrimination. List common areas of employment
discrimination.
97.
(p. 410) State a few federal employment laws on compensation and benefits.
98.
(p. 409-412) What is a bona fide occupational qualification and what are affirmative action programs?
State the major rules of thumb to follow when asking questions during interviews.
99.
(p. 412-414) List some of the minorities that are legally protected by the Equal Employment Opportunity
Commission (EEOC).
100.
(p. 414) Describe sexual harassment as defined by the Equal Employment Opportunity Commission (EEOC).
101.
(p. 415-418) What is sexism? Explain ways to overcome it.
102.
(p. 423) List some work-life benefits being offered by organizations.
13-31
103.
(p. 425-426) State the seven areas of global diversity.
104.
(p. 426-427) Describe the steps in the complaint model.
Fill in the Blank Questions
105.
(p. 410) The act called _____ prohibits discrimination based on physical or mental disability.
106.
(p. 409) _____ is information that does not relate to a bona fide occupational qualification for the job.
107.
(p. 412) Equal Employment Opportunity (EEO) laws prohibit job discrimination on the basis of race, color,
national origin, and religion unless discrimination stems from a _____.
108.
(p. 412) Employers are required by law to make reasonable accommodations for employees' religious beliefs,
without _____ on the employer.
109.
(p. 412) The _____ gives equal access to employment, transportation, and buildings to millions of people in the
United States with disabilities.
110.
(p. 414) _____ is the term often used to refer to discrimination based on a person's sexual orientation.
111.
(p. 415) _____ is being careful not to offend or slight anyone with our behavior.
112.
(p. 417) The barriers to upward mobility in organizations are commonly called the _____.
113.
(p. 422) _____ is the effects of work and family on one another that generate similarities between the two
domains.
114.
(p. 424) _____ are people who live and work in a country other than their native country.
