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.
thankful that they have a job.
D.
dissatisfied with their working conditions.
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 need to avoid pain.
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.
most workers feel they do not receive enough recognition.
B.
collecting company souvenirs is a popular hobby.
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.
strive to receive bigger rewards than others.
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.
conduct serious negotiations over lunch.
B.
dislike most people.
C.
promote the growth of others.
D.
are late bloomers in their career.
Question #7
A.
sharing a challenging assignment with the protégé
B.
coaxing the protégé into potentially harmful situations
C.
avoiding a personal friendship with the protégé
D.
solving problems for the protégé
Question #8
Which one of the following is considered to be an important characteristic of an effective coach?
A.
competitiveness with team members
B.
diplomacy and tact
C.
impatience
D.
confrontational style
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 behavior.
B.
about the person's values.
C.
in a group setting.
D.
about the person's characteristics.
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.
believes that a friendly atmosphere lowers productivity.
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 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.
was highly introverted.
B.
had good political skill.
C.
was emotionally unstable.
D.
had poor political skill.
Question #14
A useful principle to keep in mind in terms of cross-cultural etiquette is to
A.
recognize that the rules for being polite are the same in most cultures.
B.
be careful not to violate the customs of another culture.
C.
usually follow the etiquette rules of your own culture.
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.
kissing up is a standard part of most jobs.
C.
the shared laughter helps build rapport.
D.
most managers are emotionally insecure.
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.
tend to not become a repeat customer.
D.
tell many other people about their dissatisfaction.
Question #17
A.
is so grouchy and angry that he or she is a good model of behavior to avoid.
B.
imposes strict control over employee behavior.
C.
complains a lot about poor customer service.
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.
grant $500 in service coupons to a dissatisfied customer.
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.
accept liability for service problems.
C.
form an personal relationship.
D.
enter into frequent negotiations about price.
Question #20
A realistic customer retention policy centers on the idea that
A.
some customers are so unreasonable they are not worth keeping.
B.
the customer is always right.
C.
a customer retention rate of about 50 percent is realistic.
D.
a company should strive to retain all their customers.
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.
without feeling distress.
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.
approves the credit application because he likes the way the customer dresses.
B.
turns down the credit applicant because he is driving a competitive brand motorcycle.
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.
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.
be loyal to her convictions.
B.
not worry about the consequences of her actions.
C.
give a little company money to a poor employee.
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.
encourages patients to smoke outside the hospital doors.
C.
drives an SUV with a sun roof to the hospital.
D.
skips sterilizing needles before reusing them.
Question #26
Anahita is classified as a corporate athlete, so we can expect her to
A.
drink Gatorade during business meetings.
B.
work in the company wellness program.
C.
perform at a high level for sustained periods of time.
D.
be a mentor to several workers at the same time.
Question #27
You know you have an extreme job when you work
A.
during certain seasons, such as the tax season.
B.
60 hours per week, travel heavily, and face tight deadlines.
C.
only from midnight until 8 a.m.
D.
30 hours per week from your home and receive high pay.
Question #28
Breaking a task down into manageable chunks is aimed at overcoming procrastination due to
A.
craving the excitement of rushing to make a deadline.
B.
looking to punish oneself.
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 self-employment.
C.
propel you toward being more productive.
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.
working on the project is less joyful.
C.
the person will appear to be old-fashioned.
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.
identifying your position objective.
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.
stay organized during your job search.
D.
use networking to reach company insiders
Question #33
A starting point for choosing keywords to include on your job résumé is
A.
the job description associated with the position.
B.
words and phrases that are trending on social media Web sites at the time.
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.
Tell me about your record of attendance and punctuality.
B.
What type of animal do you admire the most?
C.
Describe for me a time when you solved a tough problem under a time deadline.
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.
"Excuse me, sir (or madam)"
B.
"Whatever"
C.
"You can say that again."
D.
"Nice to be here"
Question #36
Roy is building his personal brand, so he should
A.
list his most important needs for development.
B.
think through his basket of strengths.
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.
procrastinate when faced with a difficult task.
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.
supplements her paid work with volunteer work.
B.
entered her field because of a family business.
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.
be quite restrictive about who can be in your network
B.
include a large number of people.
C.
only include people doing work similar to yours.
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.
attaining career satisfaction.
B.
living longer and healthier.
C.
earning a high income in my field.
D.
all of the above.
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