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Individuals who think before they act and who recognize, accept, and experience their
emotions while trying to express them appropriately have a(n) ____ emotional style.
a. capitulating
b. overly expressive
c. accommodating
d. suppressive
Kyle is known for his ____ behavior. He talks fast, ignores others, and uses sarcasm to
maintain control of the conversation.
a. assertive
b. nonassertive
c. aggressive
d. nonaggresive
The unknown area of the Johari Window is
a. the same as the blind area.
b. made up of private feelings and needs you do not want to share.
c. an area you need to enlarge in order to build friendships.
d. an area that you, and others, can never know completely and that can never
completely disappear.
Common characteristics, such as integrity and high emotional intelligence, of
successful leaders suggest that
a. some individuals are genetically predisposed to become leaders.
b. individuals can develop strong leadership qualities.
c. leaders are highly sociable and dominant.
d. there is one universal "best" style of leadership.
Christine is a manager at a consumer electronics retailer. She often works 12-15 hour
days and pushes herself and the employees she oversees to work towards perfection.
They feel that in order to succeed, they must adopt the same work behaviors, despite
feeling stressed and burnt out. Work behavior of the employees is most influenced by
a. their personal characteristics.
b. the organizational culture.
c. supervisory-management personnel.
d. work group membership.
Rafael sees his family achieve financial success through hard work. His parents and
teachers talk about the importance of voting and being active in the community. As a
result, Rafael develops strong attitudes about these issues. This is an example of
a. the power of a peer group in forming attitudes.
b. the socialization process.
c. the power of attitudes within an organization.
d. rewards and punishment in forming attitudes.
Madison's company has a flexible work schedule. She has heard that the company is not
doing very well. One of the strategies she should notconsider is
a. be sure she attends all meetings.
b. come into the office, even on her "off day".
c. keep in mind that her supervisor had given her an annual excellent performance
reveiw.
d. be sure her supervisor is aware of her achievements.
Carter has been promoted after working at Quality Printing for 8 years. He is now a
manager and he is expected to
a. find the potential in his employees.
b. be participative among the staff..
c. be sure employees know how and when to run all the machines.
d. create common values among the employees.
Workers experience higher job satisfaction and more satisfied clients if
a. they engage more with their coworkers
b. a supervisor helps their self-esteem by providing salary increases.
c. managers create better incentive plans
d. their home life is happy.
Your internal values, your personal standards of behaviorhonesty, integrity, and moral
strengthmake up your
a. personality.
b. character.
c. ethical framework.
d. conscience.
Which type of person is more likely to view problems as temporary setbacks rather than
as barriers to success?
a. Pessimists
b. Optimists
c. Introverts
d. Directors
Case 11.1
Wayne is making a sales call on a new client company. The previous sales professional
servicing this account, Tom, left to join another company. Wayne had liked Tom the
moment he met him but thought of him as a bit of a slob because of the way he always
chewed gum.
Wayne is calling on Cassandra, the operations manager for this company. She is a
middle-level manager. As Wayne walks into Cassandra's office, he notes her
expensively tailored suit, her professional demeanor, the simple cologne, and the lack of
jewelry. Cassandra's appearance and office dcor are reminiscent of the VP's office in
Wayne's own company.
During the sales call Wayne is somewhat nervous. He stutters occasionally during the
presentation, stumbles over the answers to a couple of Cassandra's questions, and tends
to end his statements with a question. At the end of the call, Cassandra thanks him for
his visit, the information, and walks out to the main entrance with him, making casual
conversation. They shake hands, and Wayne goes on to his next sales call. As she walks
back to her office, she thinks, "Should I do business with a company represented by
someone with so little self-confidence?"
Refer to Case 11.1. During the sales call, what image element probably most influenced
Cassandra's impression of Wayne?
a. His entrance and carriage
b. His handshake
c. His apparel
d. His voice
Case 14.1
XYZ Corporation is undergoing a merger with a larger company. This change will bring
XYZ into the twenty-first century technologically but will bring about a number of
changes. As XYZ is the acquired company, about one-third of its work force will be laid
off. The reasons for the layoff have been clearly explained, and Virginia, the respected
president of XYZ, is implementing the layoff in the best interests of the company, even
though it is very painful for her. A number of the best employees and managers started
looking for new jobs before XYZ announced who would be laid off and who would
stay. Most employees are putting in long hours, and the company exercise room is full
as managers and employees try to burn off their fears and frustrations with these
changes.
Virginia is really excited about these changes and about the positive outcomes for the
future of the company and its employees. Virginia has handled things well but is under
a lot of pressure. She obsesses about being organized. She carries her pager into the
restroom with her and is constantly talking on her cellular phone. She likes to have her
computer terminal on whenever she's in the office, just in case she needs it, and is very
uncomfortable when she has to travel without her laptop computer with its internal fax
modem and cellular phone link.
John was promoted from first-line supervisor to VP of operations because all of the
other managers found new jobs when the merger was announced. He didn't want the
job, but he had to take it to stay at XYZ. He's had to give up daily interaction with his
production line people and begin doing things for which he has little preparation or
experience and doesn't particularly care for, like attending lots of meetings. He's bearing
up well and is able to handle the increased responsibilities.
Refer to Case 14.1. John's ability to handle the stress is probably due to his
a. martini each night after work.
b. excellent technical skills.
c. resilience.
d. limited use of technology.
Which of the following is nottrue about exercise?
a. Exercise can act as a buffer against stress, so stressful events have less of a negative
impact on your health.
b. About 70 percent of Americans do not exercise regularly, and approximately 40
percent are not active at all.
c. Many people do not take advantage of the physical and mental benefits of exercise.
d. Exercise must be strenuous in order to be effective against stress.
To facilitate more open communication, supervisors and managers should
a. try to become employees' buddies.
b. avoid developing role expectations.
c. learn to step outside their roles occasionally.
d. display a wide range of expectations.
Case 17.1
William is a 38-year-old computer systems executive. He has come to a point in his life
where he is reassessing his ambitions and personal life. He attends professional
development conferences regularly and is working on an MBA. Although he eats a
low-fat diet and exercises regularly, he works 70-80 hours a week, seldom sees his
children except after they are in bed, does not visit his place of worship except on
religious holidays, and feels as though his wife is a stranger. William believes that if he
can earn just 20 percent more, he can relax because his family will be financially
secure.
Refer to Case 17.1. William has decided to change a significant habit in his life. At this
time, he is reading about the habit and gathering ideas on how to change it. William is
in which stage of the change process?
a. Motivation
b. Knowledge
c. Practice
d. Reinforcement
The flow of information in a company declines when human relations is lacking
a. conflict resolution.
b. self-disclosure.
c. trust.
d. self-assessment.
Which of the following is a point that supports affirmative action policies?
a. Affirmative action creates preferences.
b. Disadvantaged socioeconomic status is an appropriate indicator of need.
c. It's purpose is to promote equal consideration.
d. It requires extensive training for interviewing prospective employees.
Rafael distrusts people with a New England accent because when he was a child, a
person with that type of accent swindled his father in a car deal. This is an example of
prejudice formed by
a. ethnocentrism.
b. cultural myopia.
c. childhood experience.
d. economics.
When it comes to a right livelihood,
a. most people cannot adopt it due to family and financial commitments.
b. seeking it is primarily a matter of conscious choice.
c. people who embrace this concept consider money their top priority.
d. those who choose it tend to require high amounts of leisure time.
Studies have shown that more people fail at their jobs because
a. they were not trained
b. their job descriptions did not match expectations
c. they had demonstrated abrasive personalities
d. their technical skills were lacking
Ruminating over personal and work-related problems
a. manages stress by putting the problems into perspective.
b. is a positive stressor as it promotes self-awareness and growth.
c. is a coping mechanism that exacerbates stress.
d. achieves the same results as meditating.
Which of the following is true about authenticity?
a. It requires blunt honesty at all times.
b. It is necessary to temper your authenticity in the workplace for the sake of
professionalism.
c. It is the unrestricted demonstration of one's true self through communication and
interactions with others.
d. Individuals who are authentic do not have an unknown area of the Johari Window.
Kelly has a meeting with Mark. When she arrives, Mark is on the phone. Mark tells the
caller that his meeting appointment has arrived and he will return the phone call later.
This is an example of
a. dialogue.
b. positive energy.
c. courtesy.
d. praise.
Case 11.1
Wayne is making a sales call on a new client company. The previous sales professional
servicing this account, Tom, left to join another company. Wayne had liked Tom the
moment he met him but thought of him as a bit of a slob because of the way he always
chewed gum.
Wayne is calling on Cassandra, the operations manager for this company. She is a
middle-level manager. As Wayne walks into Cassandra's office, he notes her
expensively tailored suit, her professional demeanor, the simple cologne, and the lack of
jewelry. Cassandra's appearance and office dcor are reminiscent of the VP's office in
Wayne's own company.
During the sales call Wayne is somewhat nervous. He stutters occasionally during the
presentation, stumbles over the answers to a couple of Cassandra's questions, and tends
to end his statements with a question. At the end of the call, Cassandra thanks him for
his visit, the information, and walks out to the main entrance with him, making casual
conversation. They shake hands, and Wayne goes on to his next sales call. As she walks
back to her office, she thinks, "Should I do business with a company represented by
someone with so little self-confidence?"
Refer to Case 11.1. Wayne's observations about Cassandra are example of the impact of
____ on the formation of someone's opinion.
a. surface language
b. wardrobe engineering
c. facial expression
d. manners
Tien often seeks reassurance, refuses to take strong positions in discussions, and tends
to agree with whomever is speaking when she's in group discussions. Tien's behavior is
consistent with a(n) ____ style.
a. director
b. emotive
c. reflective
d. supportive
Non-financial resources include things such as
a. a well-earned bonus check.
b. an award for achieving a sales goal.
c. a training seminar related to one's field of work.
d. all of these.
Leadership training that emphasizes rational or logical business processes can cause
a. increased emotional intelligence.
b. failure to understand the importance of emotions in the workplace.
c. negative emotions.
d. lower employee turnover and burnout.
When thinking about what individual employees can do to enhance workplace diversity,
it is important to remember that
a. it is more difficult for men than women to eliminate prejudices.
b. one cannot completely eliminate prejudices that have been held over a long period of
time.
c. examining one's social conditioning only reinforces one's prejudices
d. being sensitive to differences between individuals indicates lingering prejudice.
Mark has arrived at the company picnic and is looking forward to mingling with his
colleagues on the relaxing beach shore. He spots his boss near the grill and approaches
to chat. In this situation, Mark should chat at a
a. personal distance of 18 inches to 4 feet.
b. personal distance of 4 to 12 feet.
c. social distance of 18 inches to 4 feet.
d. social distance of 4 to 12 feet.
Case 3.1
Miguel has a big sales presentation tomorrow. He's planning how to adapt his
presentation to meet the needs of his customer. Miguel would describe himself as
highly competitive, outgoing, talkative, and also disciplined, serious, and formal. His
customer, Regina, listens to him attentively, expresses herself thoughtfully and
deliberately, and would describe herself as easygoing, friendly, and casual.
Refer to Case 3.1. If Miguel wants to be effective with Regina, he probably needs to
a. be accurate, straightforward, and orderly.
b. present at a fast pace with little detail.
c. stick to the communication style to which he naturally gravitates.
d. show a sincere interest in her and patiently listen to her needs.
A reflective communication style operating in the excess zone is characterized by the
a. constant seeking of reassurance and attempting to win approval by everyone.
b. avoidance of decisions and achievement of perfection.
c. expression of highly emotional opinions and seeming unwillingness to listen to
others.
d. determination to come out on top and the inability to admit to being wrong.
The most communicative element of nonverbal communication is an individual's
a. words.
b. tone.
c. personal space.
d. eye contact.
In our hectic, over-stimulated work culture, one should find a state of mind to reflect on
the meaning of our actions and how they affect our lives. This state of mind is called
________________.
If employers want to maintain or improve the positive attitudes of their workers, and
thereby maintain or improve productivity, they need to address the quality of their
employees' __________________.
People are more likely to have a supportive communication style rather than a director
communication style.
Identify an instance in your life when you felt unhappy. Applying the principles
outlined in Chapter 6, how did you create or how should you have created your own
happiness?
Long-lasting friendships, good relationships with co-workers and job satisfaction are a
reflection of a good character.
In general men's attitude about women's ambitions has changed because they worked
with them in college classes.
Mental illness affects the majority of the U.S. population.
Scientific management worked in theory, but in some cases it dehumanized the
workplace.
It can be difficult, though not impossible, to unlearn negative attitudes.
Compromising is a key component of the problem-solving behavioral style.
When an employee is learning a new job, it is better for a manager to be patient and
delay addressing any performance problems.
Discrimination against people with physical disabilities has been virtually eliminated by
the passage of the Americans with Disabilities Act of 1991.
Eye contact is as important to a handshake as the duration and firmness of the
handshake in creating a proper impression.
Race denotes a category of people who are perceived as distinctive on the basis of
certain culturally inherited traits.
If you have created your personal brand using social media, you should constantly
monitor the sites you use. You need to watch for postings by other people so that your
_________ is not damaged.
A major function of group membership is that it satisfies social needs.
