Managing Human Behavior in Public and Nonprofit Organizations | 4th edition
Robert B. Denhardt • Janet V. Denhardt • Maria P. Aristigueta
Sage 2015
Test Bank | Chapter 14
Managing Behavior in the Public Interest
Multiple Choice
1. In the public sector we should manage our own behavior and influence the behavior of others
in a manner that is consistent with the public interest and the values of ________.
A) Consultative approach
B) Democratic governance
C) Leadership
D) Capitalism
2. As our nation becomes more ________ and we increasingly interact with other nations around
the globe, it is imperative that public administrators become culturally competent so as to better
understand and serve the changing needs of communities and citizens.
A) Diverse
B) Undemocratic
C) Democratic
D) Authoritative
3. Public administrators should see themselves as public ________.
A) Guardians
B) Angels
C) Leaders
D) Entrepreneurs
4. Public administrators should create efficiencies by ________ and ________ out functions, and
concentrating on accountability and high performance.
A) Enabling; counting
B) Enabling; contracting
C) Privatizing; contracting
D) Privatizing; counting
5. The new public service begins with the idea that democratic principles and the following
values are paramount.
A) Citizenship
B) Community
C) Participation in decision making
D) All of the above
6. One of the main tenets of the new public service is:
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A) Serve rather than steer
B) Steer rather than drive
C) Lead rather than follow
D) Public interest is the by-product of the ultimate aim
7. The public interest is the result of a dialogue about shared values rather than the ________ of
individual self-interests.
A) Assertion
B) Expansion
C) Reduction
D) Aggregation
8. Citizens, unlike business customers, are committed to matters that go beyond their short-term
interests and are willing to assume ________ for what happens in their neighborhoods and
communities.
A) Drawbacks
B) Costs
C) Personal responsibility
D) Jurisdictional challenges
9. The new public service emphasizes the importance of:
A) Managing through people
B) Commanding people
C) Coercing people
D) Convincing citizens
10. Productivity improvement, process reengineering, and performance measurement are seen as
important tools in designing ________.
A) Democracy
B) Management systems
C) Constitution
D) Goals
11. Which of the following is NOT a main tenet of the new public service?
A) Serve rather than steer
B) Think local, act global
C) Think strategically, act democratically
D) Serve citizens, not customers
12. According to the tenet “the public interest is the aim, not the by–product”, the goal is the
creation of shared ________ and shared responsibilities.
A) Ideologies
B) Wisdom
C) Policies
D) Interests
13. Policies and programs meeting public needs can be achieved most effectively and
responsibly through ________ and ________.
A) Power; jurisdiction
B) Collective efforts; collaborative processes
C) Empowerment; collective input
D) Decision making; authority
14. In the New Public Service, the notion that solving problems requires citizens and
communities be engaged in implementing policies is an example of:
A) Thinking strategically and acting democratically
B) Serving citizens, not customers
C) Serving rather than steering
D) None of the above
15. The type of unethical behavior that involves deception, threats, fear, secrecy, and dishonesty
are known as:
A) Coercion
B) Situational manipulation
C) Psychological manipulation
D) All of the above
True/False
16. In a public setting, our own behavior, and our attempts to influence the behavior of others,
must always be reduced to focus on meeting public objectives and community needs.
17. Despite the conventional wisdom that public employees crave the security and structure of
bureaucratic jobs, public servants are people who are motivated by their desire to make a
difference in the lives of others.
18. Economic efficiencies may be created by privatizing and contracting out functions.
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19. Enhancing governmental performance should be considered within the normative context of
non-democratic values.
20. The public service should discourage creating processes and arenas in which citizens can
engage with one another.
21. The problems facing society and our communities today can be solved by public servants and
public organizations if they are allowed to act alone without public interference.
22. The new public service suggests that systems are likely to fail in the long term if insufficient
attention is paid to the values and interests of individual members of an organization.
23. Public servants are more likely to treat citizens with respect if they also are treated with
respect by those who manage public agencies.
24. Public administration need not develop opportunities for employees and citizens to affirm
Essay
25. How can one manage their own behavior and influence the behavior of others in a manner
that is consistent with the public interest and the values of democratic governance? Be sure to
include motivation, communication, and leadership strategies, among other things, in your
discussion.
26. How can one manage organizational behavior in a manner that respects the rights of the
individual, adheres to democratic principles, and engenders trust, commitment, and involvement?
27. Describe the “new public service, and how it has evolved.
28. Discuss the main tenets of the “new public service”. How do they differ from traditional
models?
29. What is the importance of valuing citizenship and public service above entrepreneurship?
30. If productivity is the key that propels an organization into profitability, why is it that in the
new public service, we should value people and not just productivity?
31. What are some challenges that are faced by public servants in being accountable to the
general public?
32. In the context of the “new public service” what is the significance of serving citizens and not
treating them as customers?