Busad 110 - Human Relations in Business » Fall 2020 » Final Exam
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Question #1
A desired outcome of motivational techniques in the workplace is to get workers to be
A.
more caring about external rewards than getting the job done.
B.
engaged and committed.
C.
dissatisfied with their working conditions.
D.
thankful that they have a job.
Question #2
The motivational principle of WIIFM means that people are motivated by
A.
a spirit of excitement and adventure.
B.
concern for the welfare of others.
C.
self-interest.
D.
a need to avoid pain.
Question #3
When intermittent rewards are used in positive reinforcement, the
A.
desired behavior fades quickly.
B.
undesired behavior is sustained longer.
C.
undesired behavior fades quickly.
D.
desired behavior is sustained longer.
Question #4
An important reason that employee recognition programs are often effective is that
A.
most workers feel they do not receive enough recognition.
B.
collecting company souvenirs is a popular hobby.
C.
most workers are greedy.
D.
the need for economic security and safety is strong.
Question #5
Expectancy theory is based on the belief that people
A.
bet on the outcomes of a situation.
B.
are willing to endure pain to receive the right reward.
C.
strive to receive bigger rewards than others.
D.
want to maximize gain and minimize loss.
Question #6
A major characteristic of nurturing people is that they
A.
conduct serious negotiations over lunch.
B.
are late bloomers in their career.
C.
dislike most people.
D.
promote the growth of others.
Question #7
A.
avoiding a personal friendship with the protégé
B.
solving problems for the protégé
C.
sharing a challenging assignment with the protégé
D.
coaxing the protégé into potentially harmful situations
Question #8
Which one of the following is considered to be an important characteristic of an effective coach?
A.
impatience
B.
confrontational style
C.
competitiveness with team members
D.
diplomacy and tact
Question #9
A defining characteristic of the passive-aggressive type of difficult person is that he or she
A.
says no to the boss, but yes to coworkers.
B.
avoids promising to meet deadlines.
C.
says yes to the boss, but no to coworkers.
D.
rarely delivers on promises.
Question #10
Which one of the following is a recommended way of dealing with difficult people? Give feedback
A.
about the person's characteristics.
B.
about the person's behavior.
C.
in a group setting.
D.
about the person's values.
Question #11
You can tell that Franklin has good social intelligence because he
A.
gives angry attacks toward lazy coworkers.
B.
tells great jokes during business meetings.
C.
believes that a friendly atmosphere lowers productivity.
D.
gives constructive criticism instead of angry attacks.
Question #12
Jennifer is emotionally fit, so she is likely to
A.
be quite hostile toward people she dislikes.
B.
be a high maintenance person.
C.
appear relaxed and friendly at meetings.
D.
have difficulty controlling her love of sweets..
Question #13
A study showed that impression management was most likely to be effective when the person managing his or her impression
A.
was emotionally unstable.
B.
was highly introverted.
C.
had good political skill.
D.
had poor political skill.
Question #14
A.
recognize that the rules for being polite are the same in most cultures.
B.
give loads of smiles and hugs, and all will be fine.
C.
be careful not to violate the customs of another culture.
D.
usually follow the etiquette rules of your own culture.
Question #15
Laughing at your boss's humor tends to be an effective political tactic because
A.
kissing up is a standard part of most jobs.
B.
a boss who laughs gives generous salary increases.
C.
the shared laughter helps build rapport.
D.
most managers are emotionally insecure.
Question #16
The most important reason that dissatisfied customers are so significant is that they
A.
tend to not become a repeat customer.
B.
tell many other people about their dissatisfaction.
C.
usually ask for a refund.
D.
fill consumer satisfaction surveys with exaggerated, negative comments.
Question #17
According to research studies, a leader is likely to positively influence the customer service behavior of employees when the leader
A.
complains a lot about poor customer service.
B.
imposes strict control over employee behavior.
C.
is charismatic and good at setting visions.
D.
is so grouchy and angry that he or she is a good model of behavior to avoid.
Question #18
Pily, a customer service technician at a Jaguar dealer knows she is empowered when she has the authority to
A.
explain more clearly the problem with his or her Jaguar.
B.
grant $500 in service coupons to a dissatisfied customer.
C.
tell a dissatisfied customer to go online to learn how to operate the Jaguar's navigation system.
D.
please wait in the customer lounge for an hour.
Question #19
To bond with a customer is to
A.
establish a tight legal agreement.
B.
form an personal relationship.
C.
accept liability for service problems.
D.
enter into frequent negotiations about price.
Question #20
A realistic customer retention policy centers on the idea that
A.
a company should strive to retain all their customers.
B.
a customer retention rate of about 50 percent is realistic.
C.
the customer is always right.
D.
some customers are so unreasonable they are not worth keeping.
Question #21
A person who morally disengages thinks in such a way as to avoid being moral
A.
with work associates who have high work engagement.
B.
while looking out for the good of the other person.
C.
while feeling terribly guilty.
D.
without feeling distress.
Question #22
Ara is the credit manager at a motorcycle dealer, and the dealership is behind sales quota so far this year. This afternoon, a customer applied for a $20,000 loan to purchase the motorcycle he has chosen. Ara engages in motivated blindness when he
A.
approves the credit application because he likes the way the customer dresses.
B.
turns down the credit applicant because he is driving a competitive brand motorcycle.
C.
approves the credit application because it is filled out carefully.
D.
overlooks the fact that the applicant is facing a home foreclosure.
Question #23
Vache, a small business owner, practices cronyism when he gives a job to an unqualified friend who
A.
has worked for a competitor.
B.
has strong potential to learn the job in question quickly.
C.
helps shovel his driveway.
D.
is in desperate need of a job.
Question #24
Inventory specialist Reona is highly virtuous on the job, so according to the analysis presented in the human relations text, she is likely to
A.
be loyal to her convictions.
B.
not worry about the consequences of her actions.
C.
never forgive an immoral act, however small.
D.
give a little company money to a poor employee.
Question #25
Nurse Narine, who works at a hospital, is being "green" when she
A.
skips sterilizing needles before reusing them.
B.
drives an SUV with a sun roof to the hospital.
C.
encourages patients to smoke outside the hospital doors.
D.
advocates that the hospital engages in more recycling.
Question #26
Anahita is classified as a corporate athlete, so we can expect her to
A.
drink Gatorade during business meetings.
B.
perform at a high level for sustained periods of time.
C.
work in the company wellness program.
D.
be a mentor to several workers at the same time.
Question #27
You know you have an extreme job when you work
A.
30 hours per week from your home and receive high pay.
B.
only from midnight until 8 a.m.
C.
during certain seasons, such as the tax season.
D.
60 hours per week, travel heavily, and face tight deadlines.
Question #28
Breaking a task down into manageable chunks is aimed at overcoming procrastination due to
A.
looking to punish oneself.
B.
dislike of an overwhelming task.
C.
dislike of a task with several components.
D.
craving the excitement of rushing to make a deadline.
Question #29
Having a mission in life is likely to
A.
propel you toward being more productive.
B.
make you a workaholic.
C.
propel you toward self-employment.
D.
make short-range goals superfluous.
Question #30
A major concern about multitasking while working on important projects is that
A.
the work is performed too quickly.
B.
errors are likely to increase.
C.
working on the project is less joyful.
D.
the person will appear to be old-fashioned.
Question #31
The job-finding tactic called develop a comprehensive marketing strategy centers on
A.
using multiple approaches to reach the right employer.
B.
identifying your potential contribution.
C.
smiling at interviewers and contacts.
D.
identifying your position objective.
Question #32
The job-hunting tactic most closely related to increasing personal productivity is
A.
stay organized during your job search.
B.
use networking to reach company insiders
C.
be aware of qualifications sought by employers.
D.
engage in extreme job hunting.
Question #33
A starting point for choosing keywords to include on your job résumé is
A.
the job description associated with the position.
B.
a modern dictionary of slang.
C.
words and phrases that are trending on social media Web sites at the time.
D.
current industry buzzwords
Question #34
Which of the following would most likely be part of a behavioral interview?
A.
Describe for me a time when you solved a tough problem under a time deadline.
B.
What type of animal do you admire the most?
C.
How are you feeling and acting today?
D.
Tell me about your record of attendance and punctuality.
Question #35
A poll taken by Marist College found that which one of the following words or phrase is the most annoying, and should therefore be minimized while interviewing?
A.
"Excuse me, sir (or madam)"
B.
"You can say that again."
C.
"Nice to be here"
D.
"Whatever"
Question #36
Roy is building his personal brand, so he should
A.
think through his basket of strengths.
B.
list his most important needs for development.
C.
compare himself to his favorite brands, such as Nike or Chevrolet.
D.
give himself a clever name, such as "Resilient Roy."
Question #37
Gevo, a mutual fund sales representative, has a proactive personality so he is likely to
A.
procrastinate when faced with a difficult task.
B.
become stressed with facing a heavy workload.
C.
respond immediately when his boss makes a suggestion.
D.
search out new potential clients his company is not yet serving.
Question #38
Araks career can be considered a calling because she
A.
entered her field because of a family business.
B.
experiences a consuming, meaningful passion about her work.
C.
supplements her paid work with volunteer work.
D.
satisfies a few of her religious values through work.
Question #39
When first developing your network, it is recommended that you
A.
offer people prizes for becoming network members.
B.
only include people doing work similar to yours.
C.
be quite restrictive about who can be in your network
D.
include a large number of people.
Question #40
Now that I have studied techniques and strategies for career management, I have increased my chances of
A.
earning a high income in my field.
B.
attaining career satisfaction.
C.
living longer and healthier.
D.
all of the above.
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