Busad 110 - Human Relations in Business » Fall 2022 » CH 9 Quiz

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Question #1
Strong, temporary feelings that are positive or negative are called:
A.   Emotions.
B.   Reinforcers.
C.   Negativity.
D.   Positivity.
Question #2
According to author Daniel Goleman, approximately what percent of a person's life success is attributable to her intelligence quotient, or IQ?
A.   20%
B.   40%
C.   50%
D.   80%
Question #3
At work, Wayne keeps a tight rein on disruptive impulses and is scrupulously honest. Wayne demonstrates:
A.   Low social competence.
B.   High social competence.
C.   High personal competence.
D.   Low personal competence.
Question #4
Which of the following is not a factor that influences our emotions?
A.   Cultural conditioning.
B.   Unconscious influences.
C.   Temperament.
D.   Skill.
Question #5
Emily reacted with exaggerated fear to a supervisor's criticism of her work. This is an example of Emily's:
A.   Emotional balance.
B.   Cultural conditioning.
C.   Temperament.
D.   Unconscious influences
Question #6
According to the book, what percentage of customers who have problems with a product or service are in a rage by the time they talk with a customer-service worker?
A.   50%
B.   70%
C.   30%
D.   90%
Question #7
All of the following are ways to handle other people's anger except:
A.   Avoid responding with your own anger
B.   Accept the other's anger.
C.   Do not give the angry person feedback.
D.   Encourage venting.
Question #8
Near the end of an exhausting shift at the Exchanges and Returns desk on December 26, Donetta responded to a screaming customer by screaming the answers to his questions right back at him. Donetta broke which basic tenet of dealing with angry people?
A.   Encourage the angry person to vent his anger.
B.   Fight fire with fire.
C.   Give the angry person feedback.
D.   Avoid responding to anger with anger.
Question #9
The first line of defense to prevent workplace violence is:
A.   Use hiring procedures that screen out unstable people.
B.   Providing weapons for all employees.
C.   Getting rid of disgruntled workers as quickly as possible.
D.   Training lower-level employees to handle workplace violence, so that supervisors won't have to be bothered with such matters.
Question #10
Which of the following is not a way of preventing workplace violence?
A.   Only hire women.
B.   Do not demoralize employees.
C.   Establish a way to deal with disgruntled employees.
D.   Screen potential employees.

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