The zone in which communication style characteristics are displayed with the most
intensity is
a. the intensity zone.
b. Zone 1.
c. Zone 2.
d. the excess zone.
Linguistic style refers to a person’s speaking pattern and includes such characteristics as
a. directness or indirectness.
b. pacing, pausing, and word choice.
c. the use of such elements as jokes, figures of speech, stories, questions, and apologies.
d. all of these.
Authorities and authors of developing the human potential always highlight the
improtance of
a. having meaningful work.
b. wellness programs.
c. well-defined core values.
d. integrity.
The opening Chapter 13 vignette highlighted a situation that shows
a. adversarial management embraces conflict.
b. conflict isn”t always stressful.
c. conflict is necessary and may not be a bad all the time.
d. difficult people are hard to talk to.
The quality of feedback you receive from others depends to a large degree on
a. the number of people with whom you come into contact.
b. how confident you are.
c. how much you practice self-disclosure.
d. your presentation skills.
Melinda, human resources director at Exceed, has noticed lately that several employees
have been dressing inappropriately on Fridays. Melinda decides to revise the company’s
casual Friday policy and communicate it to employees by posting it on the company’s
e-bulletin board. This is an example of
a. horizontal communication
b. grapevine communication
c. interpersonal communication
d. impersonal communication
Author Maggie Jackson’s thinks that today’s distracting high-tech culture has
significantly diminished our ability to focus. It’s difficult to think when there are/is
a. many disruptions.
b. many small jobs to do at one time.
c. continuous information streaming in.
d. all of the above
In order to provide superior customer service, organizations should keep in mind that
a. pay incentive programs for frontline employees are critical.
b. treatment of the customers must be top priority, even ahead of treatment of
employees.
c. frontline employees should be given full autonomy over providing the service and
receive minimal feedback.
d. every person should be respected regardless of their duties or their position.
An individual demonstrates prejudice when he/she
a. monitors and analyzes his/her stereotypical views.
b. takes a critical and honest look at myths about peoples.
c. is able to manage his/her ethnocentrism.
d. makes judgments without examining the facts.
Which of the following statements offers an effective way to break a negative habit or
to form a positive habit?
a. Avoid feedback from others because they do not understand your situation.
b. Reward yourself only after you have achieved your final goal.
c. Plan a new form of change if you do not succeed within a few days.
d. Practice what you have learned to change your behavior.
Henry wants to help one of his employees develop a more positive attitude about work.
He should
a. keep an open mind.
b. alter the way the employee thinks.
c. change the conditions surrounding the events that feed the employee’s negative
attitude.
d. provide negative consequences for doing what is asked.
The emotional style that tends to make the people with whom you work lose respect for
and confidence in you is that of ____ emotions.
a. capitulating to
b. overexpressing
c. accommodating
d. suppressing
Rude behavior in the workplace such as using profanity and failure to say “please” and
“thank you” demonstrates a lack of
a. basic interpersonal skills.
b. appreciation of coworker diversity.
c. openness to change.
d. self-motivation.
The opening Chapter 16 vignette highlighted the unusual and delicate position the CEO
of IBM encountered at a golf tournament because that person was a woman. What did
Virginia Rometty do?
a. Concentrated on the goal of her company.
b. Encouraged the women golfers.
c. Allowed the male top executives to represent IBM as sponsors of the tournament
because more men play golf.
d. Made a point of inviting the wives of the CEO’s who were attending as their
companies were some of IBM’s best customers.
The brain is reoriented from a stressful fight-or-flight mode to one of acceptance during
the activity of
a. laughing.
b. exercising.
c. meditating.
d. sleeping.
Case 6.1
Martin is managing a production line in a manufacturing plant in the Midwest. Martin
has a quality and productivity problem in one part of the manufacturing process. He
discovers that his workers aren’t sure what to do. When he asks why they didn’t ask
questions, the universal reply is, “We Midwesterners don’t ask questions, we just do.”
Martin decides to address this problem by offering recognition rewards for anyone who
asks the most job-related questions each month that lead to process improvements.
Unfortunately, Martin finds the program doesn’t work. When he further questions his
workers, he discovers that no one wants to be the first to ask questions. As a group,
workers still feel that they should figure it out on their own and not ask questions.
Martin finds Carmen, one of the workers that everyone else admires, and talks her into
being the first to ask questions as part of the program. After about a month, several
other people begin to submit questions, and soon everyone in the plant is asking
questions.
Refer to Case 6.1. Martin’s plan failed initially because he didn’t consider the power of
____ on attitudes.
a. the socialization process
b. peer or reference groups
c. role model identification
d. rewards and punishments
Case 4.1
Bill is concerned about Tim’s self-esteem. Tim’s attitudes about himself have begun
affecting his work. Tim is just consumed with the fear of failure. He keeps telling
himself that he’s a failure, there’s no use trying, he can’t do any better. Bill says to Tim,
“It’s good that you know what you can and can’t do; that helps you be more realistic
about life. You just need to think of these matters in positive terms rather than hating
yourself.”
Bill manages Tim by telling him that he appreciates his hard work. Bill points out the
things Tim does well and regularly explains to Tim that he expects great things of him.
After a few weeks, Tim begins to perform more effectively and his fear of failure
decreases. Bill further takes Tim “under his wing” and begins to advise him on
professional behavior, gives him time to explain ideas and his concerns, and even
becomes an advocate for Tim with Bill’s boss.
Refer to Case 4.1. What strategy might Bill suggest that Tim could use to build his
self-esteem?
a. Identify and develop his strengths.
b. Work more independently, and do not seek the help of others.
c. Set goals that are unrealistic that will cause him to stretch beyond his normal
performance.
d. All of these.
When Tamara is alone with Michael, she tells him, “I care about your success as a sales
associate and believe that the way you interact with clients is hurting your results.”
Tamara’s criticism could be more constructive if she remembered to
a. use “I-statements”.
b. communicate her regret.
c. request a specific change in his behavior in the future.
d. address his competency in and commitment to sales.
One’s ____ are those that consistently rank higher than others and define the kind of
person one wants to be.
a. character traits
b. ethics
c. values and beliefs
d. core values
Case 6.1
Martin is managing a production line in a manufacturing plant in the Midwest. Martin
has a quality and productivity problem in one part of the manufacturing process. He
discovers that his workers aren’t sure what to do. When he asks why they didn’t ask
questions, the universal reply is, “We Midwesterners don’t ask questions, we just do.”
Martin decides to address this problem by offering recognition rewards for anyone who
asks the most job-related questions each month that lead to process improvements.
Unfortunately, Martin finds the program doesn’t work. When he further questions his
workers, he discovers that no one wants to be the first to ask questions. As a group,
workers still feel that they should figure it out on their own and not ask questions.
Martin finds Carmen, one of the workers that everyone else admires, and talks her into
being the first to ask questions as part of the program. After about a month, several
other people begin to submit questions, and soon everyone in the plant is asking
questions.
Refer to Case 6.1.Which of the following attitudes does Martin most value in Carmen’s
willingness to ask the first questions?
a. Team spirit
b. Openness to change
c. Appreciation of coworker diversity
d. Health consciousness
Evaluate: McGregor’s Theory X/Theory Y is most
a. like the Expectancy Theory because workers often perform to their managers’
pessimistic or optimistic expectations.
b. unlike the Expectancy Theory because workers are usually motivated to prove
Theory X managers wrong by exceeding their pessimistic expectations.
c. like Herzberg’s Motivation-Maintenance Theory because Theory X managers
discover that maintenance factors such as pay incentives are most effective at
motivating workers.
d. unlike the Goal-Setting Theory because workers and managers in a Theory Y
environment do not implement goals.
In the weekly team meetings, Ted is always bringing up minor problems that distract
the group from making progress. Swathi, the team leader, often thanks Ted for
contributing and asks if they can talk about it later. Swathi is using the conflict
management style of
a. avoidance.
b. accommodating.
c. compromising.
d. problem-solving.
Case 8.1
Ted is a vice-president in a small company. He’s a very laid back and private man.
Everyone sees him as a very nice but indecisive man. When he makes a decision, he
communicates it accurately, but he just won’t make them. Ted thinks that he is very
decisive; he just likes to be flexible and take his time making decisions. In casual
conversations with his secretary, Ted reveals that he went to school in the south, has
been married for 20 years, and is thinking about taking a cruise for the first time for this
year’s vacation.
Ted is terrified of making the wrong decision in most situations. He knows this but
won’t tell anyone, even his wife. You see, he once worked for a very demanding and
abusive boss who eventually fired him. Anytime Ted would make a decision this boss
disagreed with, whether it was the right decision or not, Ted’s old boss would yell and
humiliate him in front of others. As a consequence, now, years later, Ted has a tough
time making decisions.
Refer to Case 8.1. By not telling anyone of his fear of making the wrong decision, Ted
is preventing which of the following from taking place?
a. Role relationships
b. Reduction of stress
c. 360-degree feedback assessment
d. Forgiveness
Maslow’s hierarchy of needs has been doutbed by some researchers because
a. it doesn”t coordinate well with clinical tests.
b. self-actualization involves external motivations.
c. satisfied needs are still likely to motivate individuals.
d. his theory cannot be related to the business world.
Conflict in organizations
a. can serve as opportunities for growth.
b. often has negative consequences, and therefore must be managed carefully.
c. can clarify relationships and provide new ways to think about issues.
d. can result in all of these.
Adolescents are more inclined to define their self-concept and worth by
a. internal sources and positive self-talk.
b. their social relationships with peers and adopting traits and beliefs that their peers
value.
c. what their parents do and the things they own.
d. accomplishments and talents.
The rules of appropriate self-disclosure include
a. delaying the discussion of disturbing situations for as long as possible to diffuse
emotions.
b. accurately describing your feelings and emotions.
c. self-disclosing, regardless of the immediate circumstances.
d. learning to trust everyone with your self-disclosures.
Case 6.1
Martin is managing a production line in a manufacturing plant in the Midwest. Martin
has a quality and productivity problem in one part of the manufacturing process. He
discovers that his workers aren’t sure what to do. When he asks why they didn’t ask
questions, the universal reply is, “We Midwesterners don’t ask questions, we just do.”
Martin decides to address this problem by offering recognition rewards for anyone who
asks the most job-related questions each month that lead to process improvements.
Unfortunately, Martin finds the program doesn’t work. When he further questions his
workers, he discovers that no one wants to be the first to ask questions. As a group,
workers still feel that they should figure it out on their own and not ask questions.
Martin finds Carmen, one of the workers that everyone else admires, and talks her into
being the first to ask questions as part of the program. After about a month, several
other people begin to submit questions, and soon everyone in the plant is asking
questions.
Refer to Case 6.1. Martin’s identification of Carmen is an example of using ____ to
influence attitudes.
a. culture
b. socialization
c. rewards and punishments
d. role models
William, VP of Operations, is talking via telephone with Javier, GM of the Mexico City
plant, about an agreement William thought had been made several weeks ago. English
is Javier’s second language. What does the language difference represent that can make
communication more complex?
a. Feedback
b. Filter
c. Message
d. Channel
An individual with healthy high self-esteem might make which of the following
statements?
a. I’m much better at playing tennis than Joe, Raju, and Marcela.
b. I don’t know why I try so hard; it doesn’t make much difference anyway.
c. I may not be able to control the way I feel right now, but I can control the way I
behave.
d. I admit it. I’ve never been good at taking tests.
With regard to exercise, it is important to
a. participate in a physical activity every day.
b. avoid going to extremes.
c. take the “no pain, no gain” approach.
d. stop immediately upon developing a cramp.
When a lack of ____________________ exists in an organization, a decline in the flow
of information almost always results.
In the age of technology, most people use a cell phone throughout the day. Identify
three etiquette guidelines for cell phone use.
A guideline for effective self-talk is to be vague about the behavior you want to change.
The term “____________________” refers to the choice a woman makes to slow her
career advancement by taking time out to have a family.
Vicki cannot seem to stop thinking, over and over, about how she could have better
handled an irate customer she encountered last week. Vicki’s continual replay of
thoughts is known as ____________________.
At higher levels of management you can find a women offering to help a man carrying
too heavy a load.
____________________ describes a situation where one person intentionally matches
the body language of the individual they are meeting with.
Steve has had trouble sleeping lately and feels fatigued. Making sound decisions is
nearly impossible. He is exhibiting physical and emotional symptoms of stress.
Good companies recognize the need to reconcile corporate and employee values.
Differentiate between impersonal and interpersonal communication.
Eye contact, facial expressions, gestures, and personal space are all examples of
____________________.
Women are more likely than men to be proactive and reactive to health issues.
The Johari Window identifies six kinds of information about you that affect your
communication with others.
The most common and powerful stereotypes focus on observable personal attributes.
When a speaker’s verbal and nonverbal messages are conflicting, others tend to believe
the verbal message.
____________________ is a conscious choice that places money in a secondary
position, and recognizes that work is a vehicle for personal growth.
How would you assess if you’re an assertive, aggressive, or nonassertive person?
Outline a comparison of these behavioral styles. How can you become more assertive?
Employees who frequently have a negative attitude can still maintain a high level of
productivity.
Bakers at Sugar Shack are allowed to occasionally experiment with the business
kitchen’s ingredients and come up with new baked treats to sell. This is an example of
intrapreneurship.