64.
(p. 280) Which of the following is proper etiquette to be used when introducing people?
65.
(p. 280) _____ is the sharing of workspace and equipment.
66.
(p. 281) _____ is working from off the business premises.
67.
(p. 282) Denise works as a supervisor at Triton Inc. Which of the following is a business etiquette that Denise
should use?
68.
(p. 283) Brad has applied for a position in an organization named Jupiter Co. Which of the following is a job
interviewing etiquette that he should use during his interview by webcam?
69.
(p. 285) Which of the following is the first step in handling customer complaints?
70.
(p. 286) Which of the following is a characteristic of high power-distance organizations?
71.
(p. 266) Give an example of ethical and unethical politics, preferably from an organization for which you work
or have worked. Describe the behavior and the consequences for all parties involved.
72.
(p. 269) Give two examples, preferably from an organization for which you work or worked, of people using
power. Identify the power base and describe the behavior and how it affected human relations and
performance.
73.
(p. 269) Of the many suggestions for increasing your power bases, which two are your highest priority for
using on the job? Explain.
74.
(p. 273) Give an example of when you or someone else in an organization for which you work or have worked
used one of the five influencing tactics to achieve an objective. Be sure to state the tactic used.
75.
(p. 275) Give an example of reciprocity, preferably from an organization for which you work or have worked.
Explain the trade-off.
76.
(p. 276) Of the 10 political behaviors in Self-Assessment Exercise 9-2, which two need the most effort on your
part? Which two need the least? Explain your answers.
77.
(p. 277) Of the five common expectations of bosses, which is your strongest area? Your weakest area? Explain
your answers.
78.
(p. 277) Assume you are hired for or promoted to a management position. Will you develop a relationship with
your employees based on friendship? Describe the relationship you plan to develop.
79.
(p. 277) Does/did your present/past boss use the open-door policy? Explain.
80.
(p. 278) Give an example, preferably from an organization for which you work or have worked, of a situation
in which you had good human relations with your peers. Describe how you cooperated with, competed with,
and/or criticized your peers.
81.
(p. 278) Give an example, preferably from an organization you work(ed) for, of a situation in which you had
good human relations with members of other departments. Describe how your relations affected your
performance, the other departments, and the organization as a whole.
82.
(p. 281) Give a job example of when a coworker behaved with improper in-person etiquette.
83.
(p. 266) Some people say that power and politics can’t be used ethically. Do you agree?
84.
(p. 268) Do you agree with the saying, “It’s not what you know, it’s who you know that is important”? Is it
ethical to use connection power to get jobs and other things?
85.
(p. 271-273) When someone tries to influence you, which influencing tactic works best and why? Why
doesn’t this same tactic work best for everyone?
86.
(p. 275) How would you assess your political skill at using networking, reciprocity, and coalition building to
help you get what you want? What can you do to improve?
87.
(p. 276-277) Describe your relationship with your current or past boss. Did you meet the five common
expectations of bosses? How can you improve your relationship with your current and/or future boss?
88.
(p. 278) Describe your relationship with your current peers and members from other departments. How do you
cooperate with them, compete with them, and criticize them? How can you improve your relationship with your
current peers and members of other departments?
89.
(p. 280-284) Review the list of etiquette tips. Which three tips that you don’t use often now might help you
in the future? How will you change your etiquette?
90.
(p. 268-269) Describe the different bases of power.
91.
(p. 268-269) Describe ways of increasing different power bases.
92.
(p. 270-271) Explain the four steps of reading people.
93.
(p. 271-273) Describe the five influencing tactics.
94.
(p. 271-273) Mention appropriate uses of the influencing tactics.
95.
(p. 275) Describe the three primary political behaviors commonly used in organizations.
96.
(p. 276-277) Explain the common expectations of bosses.
Some of the common expectations of bosses are:
97.
(p. 285-286) Explain the steps in handling customer complaints.
The steps in handling customer complaints are:
98.
(p. 286-287) How are power, politics, and etiquette perceived and exercised globally?
Fill in the Blank Questions
99.
(p. 266) _____ power and politics includes behavior that benefits the individual and hurts the organization.
100.
(p. 268) _____ power is derived from top-level management and is delegated down the chain of command.
101.
(p. 268) The use of _____ power involves threats and/or punishment to influence compliance.
102.
(p. 269) _____ power is based on the user’s position power, which is given by the organization.
103.
(p. 269) _____ power is based on the user’s personal power.
104.
(p. 271) The _____ persuasion tactic of influencing includes logical arguments with factual evidence to persuade
the person that the behavior will result in meeting the objective.
105.
(p. 272) The _____ tactic of influencing attempts to arouse people’s enthusiasm.
106.
(p. 275) _____ involves creating obligations and debts, developing alliances, and using them to accomplish
objectives.
107.
(p. 281) _____ etiquette refers to working in an open area close to others who can observe your behavior (see
and hear you working and your nonwork activities).
108.
(p. 286) In _____ power-distance cultures (for example, in Mexico, Venezuela, the Philippines, Yugoslavia,
and France), using strong power and politics is acceptable because leaders are expected to behave differently
from people in low ranks, and differences in rank are more apparent.