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.
dissatisfied with their working conditions.
B.
engaged and committed.
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.
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 is sustained longer.
B.
undesired behavior fades quickly.
C.
desired behavior fades quickly.
D.
desired behavior is sustained longer.
Question #4
An important reason that employee recognition programs are often effective is that
A.
most workers are greedy.
B.
most workers feel they do not receive enough recognition.
C.
the need for economic security and safety is strong.
D.
collecting company souvenirs is a popular hobby.
Question #5
Expectancy theory is based on the belief that people
A.
strive to receive bigger rewards than others.
B.
bet on the outcomes of a situation.
C.
are willing to endure pain to receive the right reward.
D.
want to maximize gain and minimize loss.
Question #6
A major characteristic of nurturing people is that they
A.
promote the growth of others.
B.
dislike most people.
C.
are late bloomers in their career.
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.
coaxing the protégé into potentially harmful situations
D.
avoiding a personal friendship with the protégé
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.
rarely delivers on promises.
B.
says no to the boss, but yes to coworkers.
C.
says yes to the boss, but no to coworkers.
D.
avoids promising to meet deadlines.
Question #10
Which one of the following is a recommended way of dealing with difficult people? Give feedback
A.
about the person's characteristics.
B.
about the person's values.
C.
about the person's behavior.
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.
appear relaxed and friendly at meetings.
B.
have difficulty controlling her love of sweets..
C.
be a high maintenance person.
D.
be quite hostile toward people she dislikes.
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 useful principle to keep in mind in terms of cross-cultural etiquette is to
A.
give loads of smiles and hugs, and all will be fine.
B.
be careful not to violate the customs of another culture.
C.
usually follow the etiquette rules of your own 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.
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.
usually ask for a refund.
B.
fill consumer satisfaction surveys with exaggerated, negative comments.
C.
tell many other people about their dissatisfaction.
D.
tend to not become a repeat customer.
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.
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.
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.
form an personal relationship.
B.
establish a tight legal agreement.
C.
enter into frequent negotiations about price.
D.
accept liability for service problems.
Question #20
A realistic customer retention policy centers on the idea that
A.
the customer is always right.
B.
a company should strive to retain all their customers.
C.
a customer retention rate of about 50 percent is realistic.
D.
some customers are so unreasonable they are not worth keeping.
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.
without feeling distress.
C.
while looking out for the good of the other person.
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.
overlooks the fact that the applicant is facing a home foreclosure.
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.
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.
has strong potential to learn the job in question quickly.
B.
helps shovel his driveway.
C.
has worked for a competitor.
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.
not worry about the consequences of her actions.
C.
be loyal to her convictions.
D.
never forgive an immoral act, however small.
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.
encourages patients to smoke outside the hospital doors.
D.
skips sterilizing needles before reusing them.
Question #26
Anahita is classified as a corporate athlete, so we can expect her to
A.
work in the company wellness program.
B.
perform at a high level for sustained periods of time.
C.
drink Gatorade during business meetings.
D.
be a mentor to several workers at the same 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 you a workaholic.
B.
propel you toward self-employment.
C.
propel you toward being more productive.
D.
make short-range goals superfluous.
Question #30
A major concern about multitasking while working on important projects is that
A.
working on the project is less joyful.
B.
the work is performed too quickly.
C.
the person will appear to be old-fashioned.
D.
errors are likely to increase.
Question #31
The job-finding tactic called develop a comprehensive marketing strategy centers on
A.
using multiple approaches to reach the right employer.
B.
smiling at interviewers and contacts.
C.
identifying your potential contribution.
D.
identifying your position objective.
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.
the job description associated with the position.
B.
a modern dictionary of slang.
C.
words and phrases that are trending on social media Web sites at the time.
D.
current industry buzzwords
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.
How are you feeling and acting today?
C.
Describe for me a time when you solved a tough problem under a time deadline.
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.
"Nice to be here"
B.
"You can say that again."
C.
"Whatever"
D.
"Excuse me, sir (or madam)"
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.
procrastinate when faced with a difficult task.
B.
become stressed with facing a heavy workload.
C.
search out new potential clients his company is not yet serving.
D.
respond immediately when his boss makes a suggestion.
Question #38
Araks career can be considered a calling because she
A.
entered her field because of a family business.
B.
satisfies a few of her religious values through work.
C.
experiences a consuming, meaningful passion about her work.
D.
supplements her paid work with volunteer work.
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.
earning a high income in my field.
C.
living longer and healthier.
D.
all of the above.
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