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.
more caring about external rewards than getting the job done.
C.
dissatisfied with their working conditions.
D.
thankful that they have a job.
Question #2
The motivational principle of WIIFM means that people are motivated by
A.
a need to avoid pain.
B.
concern for the welfare of others.
C.
self-interest.
D.
a spirit of excitement and adventure.
Question #3
When intermittent rewards are used in positive reinforcement, the
A.
desired behavior fades quickly.
B.
desired behavior is sustained longer.
C.
undesired behavior is sustained longer.
D.
undesired behavior fades quickly.
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.
collecting company souvenirs is a popular hobby.
C.
most workers are greedy.
D.
most workers feel they do not receive enough recognition.
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.
are willing to endure pain to receive the right reward.
D.
bet on the outcomes of a situation.
Question #6
A major characteristic of nurturing people is that they
A.
promote the growth of others.
B.
dislike most people.
C.
conduct serious negotiations over lunch.
D.
are late bloomers in their career.
Question #7
A.
avoiding a personal friendship with the protégé
B.
sharing a challenging assignment with the protégé
C.
solving problems for 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.
confrontational style
B.
competitiveness with team members
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.
says no to the boss, but yes to coworkers.
B.
rarely delivers on promises.
C.
avoids promising to meet deadlines.
D.
says yes to the boss, but no 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.
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 angry attacks toward lazy coworkers.
B.
believes that a friendly atmosphere lowers productivity.
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.
be quite hostile toward people she dislikes.
B.
appear relaxed and friendly at meetings.
C.
have difficulty controlling her love of sweets..
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 emotionally unstable.
B.
had good political skill.
C.
was highly introverted.
D.
had poor political skill.
Question #14
A.
give loads of smiles and hugs, and all will be fine.
B.
recognize that the rules for being polite are the same in most cultures.
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.
the shared laughter helps build rapport.
B.
a boss who laughs gives generous salary increases.
C.
kissing up is a standard part of most jobs.
D.
most managers are emotionally insecure.
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
According to research studies, a leader is likely to positively influence the customer service behavior of employees when the leader
A.
complains a lot about poor customer service.
B.
is charismatic and good at setting visions.
C.
imposes strict control over employee behavior.
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.
grant $500 in service coupons to a dissatisfied customer.
B.
tell a dissatisfied customer to go online to learn how to operate the Jaguar's navigation system.
C.
please wait in the customer lounge for an hour.
D.
explain more clearly the problem with his or her Jaguar.
Question #19
To bond with a customer is to
A.
accept liability for service problems.
B.
enter into frequent negotiations about price.
C.
establish a tight legal agreement.
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.
with work associates who have high work engagement.
B.
without feeling distress.
C.
while feeling terribly guilty.
D.
while looking out for the good of the other person.
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 he likes the way the customer dresses.
C.
approves the credit application because it is filled out carefully.
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 strong potential to learn the job in question quickly.
B.
is in desperate need of a job.
C.
has worked for a competitor.
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.
give a little company money to a poor employee.
B.
never forgive an immoral act, however small.
C.
be loyal to her convictions.
D.
not worry about the consequences of her actions.
Question #25
Nurse Narine, who works at a hospital, is being "green" when she
A.
encourages patients to smoke outside the hospital doors.
B.
skips sterilizing needles before reusing them.
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.
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.
only from midnight until 8 a.m.
C.
60 hours per week, travel heavily, and face tight deadlines.
D.
during certain seasons, such as the tax season.
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.
make you a workaholic.
B.
propel you toward self-employment.
C.
make short-range goals superfluous.
D.
propel you toward being more productive.
Question #30
A major concern about multitasking while working on important projects is that
A.
the person will appear to be old-fashioned.
B.
working on the project is less joyful.
C.
errors are likely to increase.
D.
the work is performed too quickly.
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 position objective.
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.
be aware of qualifications sought by employers.
C.
use networking to reach company insiders
D.
engage in extreme job hunting.
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.
current industry buzzwords
C.
the job description associated with the position.
D.
a modern dictionary of slang.
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.
How are you feeling and acting today?
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.
"Whatever"
B.
"Excuse me, sir (or madam)"
C.
"Nice to be here"
D.
"You can say that again."
Question #36
Roy is building his personal brand, so he should
A.
compare himself to his favorite brands, such as Nike or Chevrolet.
B.
give himself a clever name, such as "Resilient Roy."
C.
think through his basket of strengths.
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.
search out new potential clients his company is not yet serving.
B.
become stressed with facing a heavy workload.
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.
experiences a consuming, meaningful passion about her work.
B.
supplements her paid work with volunteer 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.
include a large number of people.
B.
be quite restrictive about who can be in your network
C.
offer people prizes for becoming network members.
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.
earning a high income in my field.
B.
attaining career satisfaction.
C.
living longer and healthier.
D.
all of the above.
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