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.
thankful that they have a job.
B.
more caring about external rewards than getting the job done.
C.
engaged and committed.
D.
dissatisfied with their working conditions.
Question #2
The motivational principle of WIIFM means that people are motivated by
A.
a spirit of excitement and adventure.
B.
a need to avoid pain.
C.
concern for the welfare of others.
D.
self-interest.
Question #3
When intermittent rewards are used in positive reinforcement, the
A.
undesired behavior fades quickly.
B.
desired behavior is sustained longer.
C.
desired 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.
want to maximize gain and minimize loss.
B.
strive to receive bigger rewards than others.
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.
promote the growth of others.
B.
are late bloomers in their career.
C.
dislike most people.
D.
conduct serious negotiations over lunch.
Question #7
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.
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 yes to the boss, but no to coworkers.
B.
avoids promising to meet deadlines.
C.
rarely delivers on promises.
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.
be a high maintenance person.
B.
have difficulty controlling her love of sweets..
C.
be quite hostile toward people she dislikes.
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.
was emotionally unstable.
C.
had poor political skill.
D.
was highly introverted.
Question #14
A.
give loads of smiles and hugs, and all will be fine.
B.
usually follow the etiquette rules of your own culture.
C.
be careful not to violate the customs of another culture.
D.
recognize that the rules for being polite are the same in most cultures.
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.
most managers are emotionally insecure.
C.
the shared laughter helps build rapport.
D.
a boss who laughs gives generous salary increases.
Question #16
The most important reason that dissatisfied customers are so significant is that they
A.
tell many other people about their dissatisfaction.
B.
usually ask for a refund.
C.
fill consumer satisfaction surveys with exaggerated, negative comments.
D.
tend to not become a repeat customer.
Question #17
A.
imposes strict control over employee behavior.
B.
complains a lot about poor customer service.
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.
please wait in the customer lounge for an hour.
D.
tell a dissatisfied customer to go online to learn how to operate the Jaguar's navigation system.
Question #19
To bond with a customer is to
A.
establish a tight legal agreement.
B.
enter into frequent negotiations about price.
C.
accept liability for service problems.
D.
form an personal relationship.
Question #20
A realistic customer retention policy centers on the idea that
A.
some customers are so unreasonable they are not worth keeping.
B.
a customer retention rate of about 50 percent is realistic.
C.
a company should strive to retain all their customers.
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 feeling terribly guilty.
B.
with work associates who have high work engagement.
C.
while looking out for the good of the other person.
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.
turns down the credit applicant because he is driving a competitive brand motorcycle.
B.
approves the credit application because it is filled out carefully.
C.
approves the credit application because he likes the way the customer dresses.
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.
is in desperate need of a job.
B.
has worked for a competitor.
C.
has strong potential to learn the job in question quickly.
D.
helps shovel his driveway.
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.
give a little company money to a poor employee.
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.
encourages patients to smoke outside the hospital doors.
C.
advocates that the hospital engages in more recycling.
D.
drives an SUV with a sun roof to the hospital.
Question #26
Anahita is classified as a corporate athlete, so we can expect her to
A.
work in the company wellness program.
B.
be a mentor to several workers at the same time.
C.
drink Gatorade during business meetings.
D.
perform at a high level for sustained periods of time.
Question #27
You know you have an extreme job when you work
A.
only from midnight until 8 a.m.
B.
30 hours per week from your home and receive high pay.
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.
craving the excitement of rushing to make a deadline.
C.
dislike of an overwhelming task.
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.
propel you toward being more productive.
C.
make you a workaholic.
D.
propel you toward self-employment.
Question #30
A major concern about multitasking while working on important projects is that
A.
the person will appear to be old-fashioned.
B.
the work is performed too quickly.
C.
working on the project is less joyful.
D.
errors are likely to increase.
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.
stay organized during your job search.
B.
use networking to reach company insiders
C.
engage in extreme job hunting.
D.
be aware of qualifications sought by employers.
Question #33
A starting point for choosing keywords to include on your job résumé is
A.
current industry buzzwords
B.
the job description associated with the position.
C.
a modern dictionary of slang.
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.
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.
Tell me about your record of attendance and punctuality.
D.
How are you feeling and acting today?
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.
"Whatever"
B.
"You can say that again."
C.
"Excuse me, sir (or madam)"
D.
"Nice to be here"
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.
give himself a clever name, such as "Resilient Roy."
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.
become stressed with facing a heavy workload.
B.
respond immediately when his boss makes a suggestion.
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.
satisfies a few of her religious values through work.
B.
experiences a consuming, meaningful passion about her work.
C.
entered her field because of a family business.
D.
supplements her paid work with volunteer work.
Question #39
When first developing your network, it is recommended that you
A.
include a large number of people.
B.
only include people doing work similar to yours.
C.
be quite restrictive about who can be in your network
D.
offer people prizes for becoming network members.
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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