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.
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.
undesired behavior fades quickly.
B.
desired behavior fades quickly.
C.
desired behavior is sustained longer.
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.
strive to receive bigger rewards than others.
B.
want to maximize gain and minimize loss.
C.
bet on the outcomes of a situation.
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.
promote the growth of others.
D.
dislike most people.
Question #7
A.
sharing a challenging assignment with the protégé
B.
avoiding a personal friendship with the protégé
C.
coaxing the protégé into potentially harmful situations
D.
solving problems for the protégé
Question #8
Which one of the following is considered to be an important characteristic of an effective coach?
A.
competitiveness with team members
B.
confrontational style
C.
impatience
D.
diplomacy and tact
Question #9
A defining characteristic of the passive-aggressive type of difficult person is that he or she
A.
rarely delivers on promises.
B.
avoids promising to meet deadlines.
C.
says yes to the boss, but no to coworkers.
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 behavior.
B.
about the person's values.
C.
in a group setting.
D.
about the person's characteristics.
Question #11
You can tell that Franklin has good social intelligence because he
A.
gives constructive criticism instead of angry attacks.
B.
gives angry attacks toward lazy coworkers.
C.
tells great jokes during business meetings.
D.
believes that a friendly atmosphere lowers productivity.
Question #12
Jennifer is emotionally fit, so she is likely to
A.
be quite hostile toward people she dislikes.
B.
have difficulty controlling her love of sweets..
C.
appear relaxed and friendly at meetings.
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.
was highly introverted.
B.
had good political skill.
C.
had poor political skill.
D.
was emotionally unstable.
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.
recognize that the rules for being polite are the same in most cultures.
C.
give loads of smiles and hugs, and all will be fine.
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.
kissing up is a standard part of most jobs.
D.
the shared laughter helps build rapport.
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.
fill consumer satisfaction surveys with exaggerated, negative comments.
D.
usually ask for a refund.
Question #17
A.
imposes strict control over employee behavior.
B.
is charismatic and good at setting visions.
C.
is so grouchy and angry that he or she is a good model of behavior to avoid.
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.
please wait in the customer lounge for an hour.
B.
explain more clearly the problem with his or her Jaguar.
C.
tell a dissatisfied customer to go online to learn how to operate the Jaguar's navigation system.
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.
accept liability for service problems.
C.
form an personal relationship.
D.
enter into frequent negotiations about price.
Question #20
A realistic customer retention policy centers on the idea that
A.
a customer retention rate of about 50 percent is realistic.
B.
a company should strive to retain all their customers.
C.
some customers are so unreasonable they are not worth keeping.
D.
the customer is always right.
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.
while feeling terribly guilty.
C.
without feeling distress.
D.
with work associates who have high work engagement.
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.
overlooks the fact that the applicant is facing a home foreclosure.
C.
approves the credit application because he likes the way the customer dresses.
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.
is in desperate need of a job.
B.
helps shovel his driveway.
C.
has worked for a competitor.
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.
never forgive an immoral act, however small.
B.
not worry about the consequences of her actions.
C.
be loyal to her convictions.
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.
encourages patients to smoke outside the hospital doors.
B.
advocates that the hospital engages in more recycling.
C.
drives an SUV with a sun roof to the hospital.
D.
skips sterilizing needles before reusing them.
Question #26
Anahita is classified as a corporate athlete, so we can expect her to
A.
be a mentor to several workers at the same time.
B.
drink Gatorade during business meetings.
C.
work in the company wellness program.
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.
craving the excitement of rushing to make a deadline.
C.
dislike of an overwhelming task.
D.
looking to punish oneself.
Question #29
Having a mission in life is likely to
A.
propel you toward being more productive.
B.
make short-range goals superfluous.
C.
propel you toward self-employment.
D.
make you a workaholic.
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.
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.
identifying your position objective.
B.
smiling at interviewers and contacts.
C.
using multiple approaches to reach the right employer.
D.
identifying your potential contribution.
Question #32
The job-hunting tactic most closely related to increasing personal productivity is
A.
be aware of qualifications sought by employers.
B.
use networking to reach company insiders
C.
engage in extreme job hunting.
D.
stay organized during your job search.
Question #33
A starting point for choosing keywords to include on your job résumé is
A.
the job description associated with the position.
B.
words and phrases that are trending on social media Web sites at the time.
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.
How are you feeling and acting today?
B.
Describe for me a time when you solved a tough problem under a time deadline.
C.
What type of animal do you admire the most?
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.
"Whatever"
C.
"You can say that again."
D.
"Nice to be here"
Question #36
Roy is building his personal brand, so he should
A.
give himself a clever name, such as "Resilient Roy."
B.
think through his basket of strengths.
C.
compare himself to his favorite brands, such as Nike or Chevrolet.
D.
list his most important needs for development.
Question #37
Gevo, a mutual fund sales representative, has a proactive personality so he is likely to
A.
become stressed with facing a heavy workload.
B.
search out new potential clients his company is not yet serving.
C.
respond immediately when his boss makes a suggestion.
D.
procrastinate when faced with a difficult task.
Question #38
Araks career can be considered a calling because she
A.
satisfies a few of her religious values through work.
B.
supplements her paid work with volunteer 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.
be quite restrictive about who can be in your network
B.
offer people prizes for becoming network members.
C.
only include people doing work similar to yours.
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.
living longer and healthier.
B.
attaining career satisfaction.
C.
earning a high income in my field.
D.
all of the above.
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