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.
thankful that they have a job.
C.
engaged and committed.
D.
dissatisfied with their working conditions.
Question #2
The motivational principle of WIIFM means that people are motivated by
A.
concern for the welfare of others.
B.
self-interest.
C.
a spirit of excitement and adventure.
D.
a need to avoid pain.
Question #3
When intermittent rewards are used in positive reinforcement, the
A.
desired behavior is sustained longer.
B.
desired behavior fades quickly.
C.
undesired behavior fades quickly.
D.
undesired behavior is sustained longer.
Question #4
An important reason that employee recognition programs are often effective is that
A.
the need for economic security and safety is strong.
B.
most workers feel they do not receive enough recognition.
C.
collecting company souvenirs is a popular hobby.
D.
most workers are greedy.
Question #5
Expectancy theory is based on the belief that people
A.
bet on the outcomes of a situation.
B.
want to maximize gain and minimize loss.
C.
are willing to endure pain to receive the right reward.
D.
strive to receive bigger rewards than others.
Question #6
A major characteristic of nurturing people is that they
A.
are late bloomers in their career.
B.
dislike most people.
C.
promote the growth of others.
D.
conduct serious negotiations over lunch.
Question #7
A.
avoiding a personal friendship with the protégé
B.
coaxing the protégé into potentially harmful situations
C.
solving problems for the protégé
D.
sharing a challenging assignment with the protégé
Question #8
Which one of the following is considered to be an important characteristic of an effective coach?
A.
confrontational style
B.
diplomacy and tact
C.
competitiveness with team members
D.
impatience
Question #9
A defining characteristic of the passive-aggressive type of difficult person is that he or she
A.
rarely delivers on promises.
B.
says yes to the boss, but no to coworkers.
C.
avoids promising to meet deadlines.
D.
says no to the boss, but yes to coworkers.
Question #10
Which one of the following is a recommended way of dealing with difficult people? Give feedback
A.
about the person's values.
B.
about the person's behavior.
C.
about the person's characteristics.
D.
in a group setting.
Question #11
You can tell that Franklin has good social intelligence because he
A.
gives constructive criticism instead of angry attacks.
B.
tells great jokes during business meetings.
C.
believes that a friendly atmosphere lowers productivity.
D.
gives angry attacks toward lazy coworkers.
Question #12
Jennifer is emotionally fit, so she is likely to
A.
have difficulty controlling her love of sweets..
B.
be quite hostile toward people she dislikes.
C.
be a high maintenance person.
D.
appear relaxed and friendly at meetings.
Question #13
A study showed that impression management was most likely to be effective when the person managing his or her impression
A.
had good political skill.
B.
had poor political skill.
C.
was emotionally unstable.
D.
was highly introverted.
Question #14
A useful principle to keep in mind in terms of cross-cultural etiquette is to
A.
be careful not to violate the customs of another culture.
B.
give loads of smiles and hugs, and all will be fine.
C.
recognize that the rules for being polite are the same in most cultures.
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.
a boss who laughs gives generous salary increases.
B.
most managers are emotionally insecure.
C.
the shared laughter helps build rapport.
D.
kissing up is a standard part of most jobs.
Question #16
The most important reason that dissatisfied customers are so significant is that they
A.
tend to not become a repeat customer.
B.
usually ask for a refund.
C.
fill consumer satisfaction surveys with exaggerated, negative comments.
D.
tell many other people about their dissatisfaction.
Question #17
A.
is charismatic and good at setting visions.
B.
imposes strict control over employee behavior.
C.
complains a lot about poor customer service.
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.
please wait in the customer lounge for an hour.
B.
tell a dissatisfied customer to go online to learn how to operate the Jaguar's navigation system.
C.
explain more clearly the problem with his or her Jaguar.
D.
grant $500 in service coupons to a dissatisfied customer.
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.
the customer is always right.
B.
some customers are so unreasonable they are not worth keeping.
C.
a company should strive to retain all their customers.
D.
a customer retention rate of about 50 percent is realistic.
Question #21
A person who morally disengages thinks in such a way as to avoid being moral
A.
without feeling distress.
B.
while looking out for the good of the other person.
C.
with work associates who have high work engagement.
D.
while feeling terribly guilty.
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 it is filled out carefully.
B.
approves the credit application because he likes the way the customer dresses.
C.
turns down the credit applicant because he is driving a competitive brand motorcycle.
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.
give a little company money to a poor employee.
B.
never forgive an immoral act, however small.
C.
not worry about the consequences of her actions.
D.
be loyal to her convictions.
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.
work in the company wellness program.
B.
drink Gatorade during business meetings.
C.
be a mentor to several workers at the same time.
D.
perform at a high level for sustained periods of time.
Question #27
You know you have an extreme job when you work
A.
during certain seasons, such as the tax season.
B.
60 hours per week, travel heavily, and face tight deadlines.
C.
30 hours per week from your home and receive high pay.
D.
only from midnight until 8 a.m.
Question #28
Breaking a task down into manageable chunks is aimed at overcoming procrastination due to
A.
dislike of a task with several components.
B.
looking to punish oneself.
C.
dislike of an overwhelming task.
D.
craving the excitement of rushing to make a deadline.
Question #29
Having a mission in life is likely to
A.
make you a workaholic.
B.
make short-range goals superfluous.
C.
propel you toward being more productive.
D.
propel you toward self-employment.
Question #30
A major concern about multitasking while working on important projects is that
A.
errors are likely to increase.
B.
the work is performed too quickly.
C.
the person will appear to be old-fashioned.
D.
working on the project is less joyful.
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.
use networking to reach company insiders
B.
engage in extreme job hunting.
C.
be aware of qualifications sought by employers.
D.
stay organized during your job search.
Question #33
A starting point for choosing keywords to include on your job résumé is
A.
words and phrases that are trending on social media Web sites at the time.
B.
the job description associated with the position.
C.
current industry buzzwords
D.
a modern dictionary of slang.
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.
Tell me about your record of attendance and punctuality.
C.
How are you feeling and acting today?
D.
What type of animal do you admire the most?
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.
"Nice to be here"
B.
"Excuse me, sir (or madam)"
C.
"You can say that again."
D.
"Whatever"
Question #36
Roy is building his personal brand, so he should
A.
give himself a clever name, such as "Resilient Roy."
B.
list his most important needs for development.
C.
think through his basket of strengths.
D.
compare himself to his favorite brands, such as Nike or Chevrolet.
Question #37
Gevo, a mutual fund sales representative, has a proactive personality so he is likely to
A.
search out new potential clients his company is not yet serving.
B.
procrastinate when faced with a difficult task.
C.
become stressed with facing a heavy workload.
D.
respond immediately when his boss makes a suggestion.
Question #38
Araks career can be considered a calling because she
A.
supplements her paid work with volunteer work.
B.
satisfies a few of her religious values through work.
C.
experiences a consuming, meaningful passion about her work.
D.
entered her field because of a family business.
Question #39
When first developing your network, it is recommended that you
A.
offer people prizes for becoming network members.
B.
be quite restrictive about who can be in your network
C.
include a large number of people.
D.
only include people doing work similar to yours.
Question #40
Now that I have studied techniques and strategies for career management, I have increased my chances of
A.
attaining career satisfaction.
B.
living longer and healthier.
C.
earning a high income in my field.
D.
all of the above.
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