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.
dissatisfied with their working conditions.
C.
thankful that they have a job.
D.
engaged and committed.
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.
a need to avoid pain.
D.
self-interest.
Question #3
When intermittent rewards are used in positive reinforcement, the
A.
desired behavior is sustained longer.
B.
undesired behavior fades quickly.
C.
undesired behavior is sustained longer.
D.
desired behavior fades quickly.
Question #4
An important reason that employee recognition programs are often effective is that
A.
most workers are greedy.
B.
collecting company souvenirs is a popular hobby.
C.
the need for economic security and safety is strong.
D.
most workers feel they do not receive enough recognition.
Question #5
Expectancy theory is based on the belief that people
A.
bet on the outcomes of a situation.
B.
strive to receive bigger rewards than others.
C.
want to maximize gain and minimize loss.
D.
are willing to endure pain to receive the right reward.
Question #6
A major characteristic of nurturing people is that they
A.
are late bloomers in their career.
B.
conduct serious negotiations over lunch.
C.
dislike most people.
D.
promote the growth of others.
Question #7
Which one of the following is the most likely to be the behavior of an effective mentor?
A.
solving problems for the protégé
B.
sharing a challenging assignment with the protégé
C.
avoiding a personal friendship 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.
diplomacy and tact
B.
competitiveness with team members
C.
confrontational style
D.
impatience
Question #9
A defining characteristic of the passive-aggressive type of difficult person is that he or she
A.
avoids promising to meet deadlines.
B.
says yes to the boss, but no to coworkers.
C.
says no to the boss, but yes 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 values.
B.
about the person's characteristics.
C.
in a group setting.
D.
about the person's behavior.
Question #11
You can tell that Franklin has good social intelligence because he
A.
believes that a friendly atmosphere lowers productivity.
B.
gives angry attacks toward lazy coworkers.
C.
gives constructive criticism instead of angry attacks.
D.
tells great jokes during business meetings.
Question #12
Jennifer is emotionally fit, so she is likely to
A.
appear relaxed and friendly at meetings.
B.
have difficulty controlling her love of sweets..
C.
be quite hostile toward people she dislikes.
D.
be a high maintenance person.
Question #13
A study showed that impression management was most likely to be effective when the person managing his or her impression
A.
had poor political skill.
B.
had good political skill.
C.
was highly introverted.
D.
was emotionally unstable.
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.
usually follow the etiquette rules of your own culture.
D.
be careful not to violate the customs of another culture.
Question #15
Laughing at your boss's humor tends to be an effective political tactic because
A.
most managers are emotionally insecure.
B.
kissing up is a standard part of most jobs.
C.
a boss who laughs gives generous salary increases.
D.
the shared laughter helps build rapport.
Question #16
The most important reason that dissatisfied customers are so significant is that they
A.
tell many other people about their dissatisfaction.
B.
fill consumer satisfaction surveys with exaggerated, negative comments.
C.
tend to not become a repeat customer.
D.
usually ask for a refund.
Question #17
According to research studies, a leader is likely to positively influence the customer service behavior of employees when the leader
A.
imposes strict control over employee behavior.
B.
is so grouchy and angry that he or she is a good model of behavior to avoid.
C.
is charismatic and good at setting visions.
D.
complains a lot about poor customer service.
Question #18
Pily, a customer service technician at a Jaguar dealer knows she is empowered when she has the authority to
A.
tell a dissatisfied customer to go online to learn how to operate the Jaguar's navigation system.
B.
grant $500 in service coupons to a dissatisfied customer.
C.
explain more clearly the problem with his or her Jaguar.
D.
please wait in the customer lounge for an hour.
Question #19
To bond with a customer is to
A.
form an personal relationship.
B.
enter into frequent negotiations about price.
C.
accept liability for service problems.
D.
establish a tight legal agreement.
Question #20
A realistic customer retention policy centers on the idea that
A.
the customer is always right.
B.
a customer retention rate of about 50 percent is realistic.
C.
some customers are so unreasonable they are not worth keeping.
D.
a company should strive to retain all their customers.
Question #21
A person who morally disengages thinks in such a way as to avoid being moral
A.
while looking out for the good of the other person.
B.
with work associates who have high work engagement.
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 it is filled out carefully.
B.
approves the credit application because he likes the way the customer dresses.
C.
overlooks the fact that the applicant is facing a home foreclosure.
D.
turns down the credit applicant because he is driving a competitive brand motorcycle.
Question #23
Vache, a small business owner, practices cronyism when he gives a job to an unqualified friend who
A.
helps shovel his driveway.
B.
has worked for a competitor.
C.
is in desperate need of a job.
D.
has strong potential to learn the job in question quickly.
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.
never forgive an immoral act, however small.
C.
not worry about the consequences of her actions.
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.
advocates that the hospital engages in more recycling.
B.
drives an SUV with a sun roof to the hospital.
C.
skips sterilizing needles before reusing them.
D.
encourages patients to smoke outside the hospital doors.
Question #26
Anahita is classified as a corporate athlete, so we can expect her to
A.
drink Gatorade during business meetings.
B.
work in the company wellness program.
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.
30 hours per week from your home and receive high pay.
B.
during certain seasons, such as the tax season.
C.
only from midnight until 8 a.m.
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.
dislike of an overwhelming task.
B.
craving the excitement of rushing to make a deadline.
C.
looking to punish oneself.
D.
dislike of a task with several components.
Question #29
Having a mission in life is likely to
A.
make short-range goals superfluous.
B.
make you a workaholic.
C.
propel you toward self-employment.
D.
propel you toward being more productive.
Question #30
A major concern about multitasking while working on important projects is that
A.
the work is performed too quickly.
B.
the person will appear to be old-fashioned.
C.
errors are likely to increase.
D.
working on the project is less joyful.
Question #31
The job-finding tactic called develop a comprehensive marketing strategy centers on
A.
identifying your position objective.
B.
using multiple approaches to reach the right employer.
C.
smiling at interviewers and contacts.
D.
identifying your potential contribution.
Question #32
The job-hunting tactic most closely related to increasing personal productivity is
A.
engage in extreme job hunting.
B.
stay organized during your job search.
C.
be aware of qualifications sought by employers.
D.
use networking to reach company insiders
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.
current industry buzzwords
D.
words and phrases that are trending on social media Web sites at the time.
Question #34
Which of the following would most likely be part of a behavioral interview?
A.
Tell me about your record of attendance and punctuality.
B.
Describe for me a time when you solved a tough problem under a time deadline.
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.
compare himself to his favorite brands, such as Nike or Chevrolet.
C.
list his most important needs for development.
D.
think through his basket of strengths.
Question #37
Gevo, a mutual fund sales representative, has a proactive personality so he is likely to
A.
respond immediately when his boss makes a suggestion.
B.
become stressed with facing a heavy workload.
C.
search out new potential clients his company is not yet serving.
D.
procrastinate when faced with a difficult task.
Question #38
Araks career can be considered a calling because she
A.
supplements her paid work with volunteer work.
B.
experiences a consuming, meaningful passion about her work.
C.
satisfies a few of her religious values through work.
D.
entered her field because of a family business.
Question #39
When first developing your network, it is recommended that you
A.
only include people doing work similar to yours.
B.
include a large number of people.
C.
offer people prizes for becoming network members.
D.
be quite restrictive about who can be in your network
Question #40
Now that I have studied techniques and strategies for career management, I have increased my chances of
A.
attaining career satisfaction.
B.
earning a high income in my field.
C.
living longer and healthier.
D.
all of the above.
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