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.
engaged and committed.
B.
dissatisfied with their working conditions.
C.
more caring about external rewards than getting the job done.
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.
a need to avoid pain.
C.
self-interest.
D.
concern for the welfare of others.
Question #3
When intermittent rewards are used in positive reinforcement, the
A.
desired behavior fades quickly.
B.
undesired 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.
collecting company souvenirs is a popular hobby.
B.
most workers feel they do not receive enough recognition.
C.
the need for economic security and safety is strong.
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.
are willing to endure pain to receive the right reward.
C.
want to maximize gain and minimize loss.
D.
strive to receive bigger rewards than others.
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
Which one of the following is the most likely to be the behavior of an effective mentor?
A.
sharing a challenging assignment with the protégé
B.
solving problems for 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.
competitiveness with team members
B.
confrontational style
C.
diplomacy and tact
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.
rarely delivers on promises.
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.
in a group setting.
C.
about the person's characteristics.
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.
gives constructive criticism instead of angry attacks.
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.
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 good political skill.
B.
was emotionally unstable.
C.
had poor political skill.
D.
was highly introverted.
Question #14
A.
usually follow the etiquette rules of your own culture.
B.
be careful not to violate the customs of another culture.
C.
recognize that the rules for being polite are the same in most cultures.
D.
give loads of smiles and hugs, and all will be fine.
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.
fill consumer satisfaction surveys with exaggerated, negative comments.
C.
usually ask for a refund.
D.
tell many other people about their dissatisfaction.
Question #17
A.
imposes strict control over employee behavior.
B.
complains a lot about poor customer service.
C.
is so grouchy and angry that he or she is a good model of behavior to avoid.
D.
is charismatic and good at setting visions.
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.
please wait in the customer lounge for an hour.
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.
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.
a company should strive to retain all their customers.
B.
a customer retention rate of about 50 percent is realistic.
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.
with work associates who have high work engagement.
B.
while looking out for the good of the other person.
C.
without feeling distress.
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.
turns down the credit applicant because he is driving a competitive brand motorcycle.
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.
has worked for a competitor.
B.
helps shovel his driveway.
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.
not worry about the consequences of her actions.
B.
never forgive an immoral act, however small.
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.
advocates that the hospital engages in more recycling.
B.
skips sterilizing needles before reusing them.
C.
drives an SUV with a sun roof to the hospital.
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.
perform at a high level for sustained periods of time.
B.
be a mentor to several workers at the same time.
C.
work in the company wellness program.
D.
drink Gatorade during business meetings.
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.
60 hours per week, travel heavily, and face tight deadlines.
C.
during certain seasons, such as the tax season.
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 an overwhelming task.
B.
looking to punish oneself.
C.
craving the excitement of rushing to make a deadline.
D.
dislike of a task with several components.
Question #29
Having a mission in life is likely to
A.
propel you toward being more productive.
B.
make you a workaholic.
C.
make short-range goals superfluous.
D.
propel you toward self-employment.
Question #30
A major concern about multitasking while working on important projects is that
A.
working on the project is less joyful.
B.
errors are likely to increase.
C.
the work is performed too quickly.
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.
use networking to reach company insiders
B.
be aware of qualifications sought by employers.
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.
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.
What type of animal do you admire the most?
B.
Describe for me a time when you solved a tough problem under a time deadline.
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.
"Nice to be here"
B.
"You can say that again."
C.
"Excuse me, sir (or madam)"
D.
"Whatever"
Question #36
Roy is building his personal brand, so he should
A.
list his most important needs for development.
B.
compare himself to his favorite brands, such as Nike or Chevrolet.
C.
give himself a clever name, such as "Resilient Roy."
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.
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.
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.
only include people doing work similar to yours.
B.
be quite restrictive about who can be in your network
C.
include a large number of people.
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.
earning a high income in my field.
C.
attaining career satisfaction.
D.
all of the above.
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