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.
engaged and committed.
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 spirit of excitement and adventure.
B.
self-interest.
C.
concern for the welfare of others.
D.
a need to avoid pain.
Question #3
When intermittent rewards are used in positive reinforcement, the
A.
desired behavior is sustained longer.
B.
desired behavior fades quickly.
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.
collecting company souvenirs is a popular hobby.
B.
most workers feel they do not receive enough recognition.
C.
most workers are greedy.
D.
the need for economic security and safety is strong.
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.
conduct serious negotiations over lunch.
B.
promote the growth of others.
C.
are late bloomers in their career.
D.
dislike most people.
Question #7
Which one of the following is the most likely to be the behavior of an effective mentor?
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.
impatience
B.
diplomacy and tact
C.
confrontational style
D.
competitiveness with team members
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 no to the boss, but yes to coworkers.
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.
in a group setting.
B.
about the person's characteristics.
C.
about the person's behavior.
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.
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.
have difficulty controlling her love of sweets..
B.
appear relaxed and friendly at meetings.
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.
was highly introverted.
B.
was emotionally unstable.
C.
had good political skill.
D.
had poor political skill.
Question #14
A.
usually follow the etiquette rules of your own culture.
B.
give loads of smiles and hugs, and all will be fine.
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.
the shared laughter helps build rapport.
B.
most managers are emotionally insecure.
C.
a boss who laughs gives generous salary increases.
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.
fill consumer satisfaction surveys with exaggerated, negative comments.
B.
tell many other people about their dissatisfaction.
C.
usually ask for a refund.
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.
is so grouchy and angry that he or she is a good model of behavior to avoid.
B.
complains a lot about poor customer service.
C.
is charismatic and good at setting visions.
D.
imposes strict control over employee behavior.
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.
tell a dissatisfied customer to go online to learn how to operate the Jaguar's navigation system.
C.
grant $500 in service coupons to a dissatisfied customer.
D.
explain more clearly the problem with his or her Jaguar.
Question #19
To bond with a customer is to
A.
enter into frequent negotiations about price.
B.
form an personal relationship.
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.
some customers are so unreasonable they are not worth keeping.
B.
a company should strive to retain all their customers.
C.
a customer retention rate of about 50 percent is realistic.
D.
the customer is always right.
Question #21
A person who morally disengages thinks in such a way as to avoid being moral
A.
without feeling distress.
B.
with work associates who have high work engagement.
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.
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.
overlooks the fact that the applicant is facing a home foreclosure.
D.
approves the credit application because he likes the way the customer dresses.
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.
not worry about the consequences of her actions.
B.
never forgive an immoral act, however small.
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.
advocates that the hospital engages in more recycling.
B.
drives an SUV with a sun roof to the hospital.
C.
skips sterilizing needles before reusing them.
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.
drink Gatorade during business meetings.
B.
perform at a high level for sustained periods of time.
C.
be a mentor to several workers at the same time.
D.
work in the company wellness program.
Question #27
You know you have an extreme job when you work
A.
during certain seasons, such as the tax season.
B.
30 hours per week from your home and receive high pay.
C.
only from midnight until 8 a.m.
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.
dislike of an overwhelming task.
C.
dislike of a task with several components.
D.
craving the excitement of rushing to make a deadline.
Question #29
Having a mission in life is likely to
A.
propel you toward self-employment.
B.
propel you toward being more productive.
C.
make short-range goals superfluous.
D.
make you a workaholic.
Question #30
A major concern about multitasking while working on important projects is that
A.
errors are likely to increase.
B.
the person will appear to be old-fashioned.
C.
working on the project is less joyful.
D.
the work is performed too quickly.
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.
engage in extreme job hunting.
B.
be aware of qualifications sought by employers.
C.
use networking to reach company insiders
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.
a modern dictionary of slang.
D.
current industry buzzwords
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.
How are you feeling and acting today?
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.
"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.
list his most important needs for development.
C.
think through his basket of strengths.
D.
give himself a clever name, such as "Resilient Roy."
Question #37
Gevo, a mutual fund sales representative, has a proactive personality so he is likely to
A.
respond immediately when his boss makes a suggestion.
B.
procrastinate when faced with a difficult task.
C.
search out new potential clients his company is not yet serving.
D.
become stressed with facing a heavy workload.
Question #38
Araks career can be considered a calling because she
A.
entered her field because of a family business.
B.
supplements her paid work with volunteer work.
C.
experiences a consuming, meaningful passion about her 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.
offer people prizes for becoming network members.
C.
be quite restrictive about who can be in your network
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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