Strategies for Success Full Review

Which of the following best exemplifies a cultural script?

"Alaskans are tough."

Which of the following best exemplifies a religious script?

"Jews don't work on Saturdays."

Mark, a salesperson at Signature Inc., is on a 10-day vacation. His manager Gregory calls him in the evening and asks him to meet one of their clients for dinner. Though Mark is on vacation and is not obliged to meet the clients, Gregory urges him to go for the meeting. Which of the following statements should Mark use to refuse politely and yet sound assertive?

"Since I am on vacation, I have taken some important personal work and I am busy with that."

Gina, a customer care executive, is an introvert who prefers to keep to herself. Her attitude has negatively affected the image of her company. Gina's supervisor has decided to give her feedback on how to improve her attitude. Which of the following feedback is likely to be most effective in changing Gina's attitude?

"Why don't you try being more friendly with your customers?"

Which of the following is a reason for conformity in a group?

A desire to meet a group's shared objectives

Which of the following best describes an informal group?

A group that tends to form around common interests, habits, and personality traits.

Which of the following will motivate a person with a strong sense of work ethic to be productive at work?

A moral obligation to work and not being idle

Which of the following reflects poor listening caused by bad communication habits?

Allowing the mind to wander because the speaker is speaking at a speed that is much lower than the average capacity for listening

Which of the following is a reason for the widespread anti-American sentiment in the global marketplace?

Americans appear to use poor human relations skills while engaging in business with other cultures

Jacob was excited that he got a promotion as a marketing manager, but the promotion also meant that he would have to relocate to another state. Jacob is reluctant to move. Which type of inner conflict will this situation create for Jacob?

Approach-avoid

According to John Powell, in which of the following levels of communication does an individual begin to apply genuine self-disclosure?

At the level of gut-level communication

Dalton Inc. fired several good employees to make a structural change that would save money and guarantee other jobs. Despite the fact that the change did result in the promised improvements, other employees began to distrust the company and fear for their own jobs. Which of the following reasons for resisting change is observed in the given scenario?

Belief that the change is wrong

_____ is a type of spontaneous group discussion to help find multiple solutions for problems.

Brainstorming

Which of the following models was suggested by Max Weber to deal with favoritism and nepotism?

Bureaucracy

When Caira joined her friends for lunch at their favorite restaurant, they were excitedly talking about a movie that released the week before. Caira suddenly shifted the discussion to her office politics. None of her friends responded well to this and were annoyed as their discussion was abruptly brought to an end by Caira. What could be the most likely reason for this reaction?

Caira's poor relevance timing

Which of the following is a common characteristic of the major life changes that affect people?

Changes which are beyond one's control cause more stress.

How does conditional positive regard affect children?

Children may become confused

Which of the following is a source of an internal stressor?

Cognitive appraisal

Which of the following is the main approach to a lose-lose strategy?

Compromise

______ is the network of shared values in an organization.

Corporate culture

Keira is a customer service executive in an insurance company. In a feedback meeting, her supervisor asks her why she sounded angry with one of the customers. Keira replied, "Well if you think I am doing such a bad job, why don't you just go ahead and fire me? I know you don't like me." Which defensive reaction is Keira using?

Counterattack

Which of the following is a faulty notion regarding customer service?

Customer service is of little importance as customers exist for the benefit of businesspeople.

Danica wants to excel as a student. However, she gets a D in her term exam. This shows:

Danica wants to excel as a student. However, she gets a D in her term exam. This shows:

Which of the following will be most effective in improving your emotional intelligence?

Developing relationship management skills

Which of the following is a source of values conflict?

Disagreement on basic beliefs

Which kind of stress will you most likely experience when you are down with a cold?

Distress

Which of the following statements is true about competition in the workplace?

Due to increased competition, having a college degree is no longer a ticket to a meaningful career.

What can managers do to reduce corporate stress?

Encourage independent and creative thinking.

Which of the following steps occurs in the "beginnings" phase of dealing with personal loss?

Experimenting

How did Car Rogers revolutionize the way psychologists thought about therapy?

He believed clients understood their own problems and experiences, and that the therapist's role was that of a consultant in assisting client treatment

In the context of the Thomas-Kilman Conflict Model, which of the following is a defining characteristic of a competitor?

He or she is confrontational and aggressive

Which of the following statements best describes a conflict manager who is an avoider?

He or she is someone who would rather not be around conflict at all and values neutrality highly

Jim is an introvert who takes a pessimistic view of life. Which of the following is most likely to be true of Jim?

His focus is likely to be on his negative feelings instead of on solving his problems.

Dennis has received two job offers with attractive employee benefits. He finds it difficult to choose one of the two offers as both offers are equally good. Identify the conflict that Dennis is facing.

Inner conflict

Which of the following statements is true about status?

It comes from a variety of different sources.

Sydney is against all forms of cheating and works diligently for her semester examinations. But during her financial accounting paper, she seeks help from her classmates. How is this behavior most likely to affect Sydney?

It could lead to cognitive dissonance.

Which of the following is true about the Johari Window?

It is a technique designed for self-understanding that illustrates the ways of relating to others.

Which of the following is a characteristic of a formal group?

It is governed by official rules and unspoken norms.

Which of the following is true of an intrinsic reward?

It is the internal feeling of satisfaction one gets from one's job.

Which of the following statements is true about conditional positive regard?

It may lead to the children growing up either rejecting their parents' plans for them completely or becoming depressed and giving up.

Which of the following statements is true of a formal group?

Its members don't necessarily have the final say about their membership

Who among the following is most likely to have a type A personality?

Jessica, who is a perfectionist with a sense of time urgency and is often hostile

Which of the following power sources is primarily based on the position held by a person in an organization?

Legitimate power

_____ are rules or beliefs that keep people from being as creative as they otherwise could be.

Mental locks

According to the listening expert Anthony Allesandra, which of the following is the primary cause that underlies most poor listening habits?

Most people are taught from childhood that talking requires energy, attention, and organization, but listening is a passive behavior.

What is a common mistake that people make about their ideal self?

Most people create an unrealistic and unattainable picture of their ideal self.

Sam is an experienced engineer but he works as a draftsperson. His company has a pleasant work atmosphere. Though he is well paid, he is frustrated with his job as he does not get a sense of meaning or accomplishment. He decides to quit his job by the end of the month. In term of Herzberg's two-factor theory, which of the following is missing in Sam's company?

Motivators

Which of the following statements is true of nonverbal communication?

Nonverbal gestures can cause miscommunication if they are not recognized by a speaker or listener.

Which of the following can be seen as a large game in an organization that contains many combinations of games?

Office politics

Which of the following rules is applied in the second session of the brainstorming process?

Participants return to rational mode.

Which of the following is a danger associated with the seven-step personal recovery process?

People may think that they should passively allow the steps

Which of the following management experts was of the opinion that management is about human beings, and its task is to make people capable of joint performance, to make their strengths effective and their weaknesses irrelevant.

Peter Drucker

Which of the following childhood experiences induces avoidance of self-disclosure?

Punishment for showing pride, anger, or other emotions

Which of the following is the most important criticism against Lewin's change model?

Refreezing is not a realistic concept in today's business world.

Which of the following is a mistake made by a person entering the neutral zone when dealing with personal loss?

Retreating into isolation

Martha's friend, Ruby, is a professional artist. Martha spends a lot of time with Ruby at the gallery. One day, Ruby asks Martha to help her paint a particular section of the wall to serve as a backdrop for her latest work of art. After observing Martha's brush strokes, Ruby tells Martha that she must consider pursuing a career in art and that she has a lot of untapped potential. Martha decides to follow her friend's advice. After a few weeks of practicing, Martha discovers that she is good at painting and decides to continue this newfound hobby. Which of the following is true of this scenario?

Ruby's feedback reduced the size of Martha's blind pane.

Which of the following reactions to personal loss typically occurs in the emotional standstill stage?

Shock

According to the founders of emotional intelligence (EI), which intelligence allows you to understand the politics of your own workplace?

Social awareness

Which of the following statements applies to cultures across the globe?

Success with clients from high-context cultures depend on several factors other than the products or services being offered.

Richard was working with a large manufacturing company. He voluntarily left his high-paying job because he felt that the company's products were of no significance to consumers and did more damage to the environment than it helped. Which of the following factors was most likely missing in Richard's job that demotivated him?

Task significance

In which stage of the general adaptation syndrome is the fight-or-flight response activated?

The first stage

Which of the following is true of Alderfer's ERG theory?

The order in which one progresses through the three stages can be different for different people.

How does the open pane in the Johari Window increase in size?

The pane size increases with your desire to be known and understood.

According to Csikszentmihalyi, which of the following is a component of the "flow experience" when performing a task?

The person's attention is completely absorbed by the activity.

Which of the following statements forms the cornerstone of Total Quality Management (TQM)?

The process of whatever happens in an organization is more important than the product.

Which of the following is a defining feature of instrumental values?

They are based on your actions and attitudes.

Which of the following is true about today's Generation Y?

They feel that finding good, sustainable-wage jobs are hard, and advancement is very difficult.

Which of the following is a defining characteristic of people with spatial intelligence?

They have a knack for seeing how elements fit together

Which of the following statements is a defining characteristic of people with the type B personality?

They have the ability to relax and delegate work.

According to psychologist R.D. Laing, how do our assumptions and hunches about others affect us?

They keep us from operating in the real world.

Which of the following statements is true about low conformers?

They think independently and solve problems creatively.

Unethical customer service can result in victimized customers.

True

_____ is the first step of Lewin's change model in which the actual organizational changes are made.

Unfreezing the status quo

_____ are the worth or importance you attach to different factors in your life.

Values

Which of the following statements is correct about values and attitudes?

Values affect attitudes, and values conflicts with other people involve attitude problems.

In which step of the creative process is a newly created concept, product, or service proven to be worthwhile?

Verification

Which of the following conflict resolution strategies uses the democratic vote as a method of resolve disputes?

Win-lose strategy

What did Elton Mayo discover from the Hawthorne Experiment?

Workers performed better because someone was paying attention to them, which was more than what they were accustomed to receiving at work.

Which of the following is the best way to deal with a customer complaint?

You should take it as an opportunity to learn about the problems of your products and improve.

In the context of Car Roger's theory, which of the following statements is true about self-concept?

Your ideal self comes from the messages you receive from your parents and people around you about what you should be like.

The three value areas identified by Daniel Yankelovich have created more emphasis on:

a desire to live more closely with nature and community.

The study of human relations has two goals: personal development and growth, and _____.

achievement of an organization's objectives

When she is at work, Sara prefers having lunch with two of her colleagues because she likes to be identified as part of a group. In this case, Sara is trying to fulfill a(n):

affiliation need.

An attitude is described as:

an evaluation of people, ideas, issues, situations, or objects.

According to McClelland's manifest needs theory, people with a high achievement need:

are goal oriented and have high energy levels.

Dr. Haynes was a college president who would openly tell the members of the faculty and staff that he would "give them the world" if they would implement his policies without complaint. Everyone who worked at the college knew that if you openly disagreed with Dr. Haynes, you would be placed on his "blacklist." Dr. Haynes best exemplifies a(n):

autocratic leader.

When Jack proposed an excellent business idea to his boss in a crowded elevator, his boss just nodded his head and then forgot all about the notion. Jack's plan did not receive the response he had expected because of:

bad situational timing.

As compared to pessimists, optimists are more likely to:

be better at coping with their problems.

Lena, a former college sprinter, boasts about her speed and how she had surpassed her competitors in her prime days. Though she has not been in the best of shape for the last few years, she continues to talk about her fitness. Lena is trying to:

compensate in some way for her low self-esteem.

An internal customer is best described as a person who:

depends on the other people in the company to provide the services and products for the external customer.

Research has shown that true creativity results from:

divergent thinking.

A "nice" customer is best described as a person who:

does not complain, but responds to bad service by taking his or her business elsewhere.

In the context of self-disclosure, a "nice person" that the American culture has come to glorify is somebody who:

doesn't threaten the listener and who makes others feel approved of and comfortable.

Jeremy, the manager of a manufacturing company, is in a terrible mood over a contract that the firm lost. In this situation, one of his employees asks him for a day off. Jeremy refuses to listen to the employee's reason for the leave application and rejects the request. The employee's failure to communicate the rationale for the leave application can is best attributed to:

emotional timing.

Japanese companies using the Kaizen approach have been successful at implementing change because:

employees are actively involved in making operational and change decisions.

The positive stress felt when playing baseball is referred to as _____.

eustress

During his performance appraisal meeting, Roger's manager appreciated that he was proactive. However, Roger was also advised to improve his interpersonal skills. Roger chose to hear and retain only the right part. As a result, he decided to tell his colleagues only about the good feedback he received from the manager. This is an example of:

filtering.

Uranus, a retail store, provides supervised child care for its customers. This is an example of:

going the extra mile.

Psychologist Mihalyi Csikszentmihalyi describes creative people as:

having flexibility and fluency in ideas.

Jenna constantly tries to please everyone around her. She believes that she must have the love and approval of all the people who are important to her. Consequently, she works late to finish tasks for her colleagues, constantly runs errands for her friends, and gets overloaded with work because she can never refuse sudden requests from her boss. The most likely reason for Jenna's unnecessary stress is:

her irrational belief.

John is an introvert and a pessimist. He hopes to become an optimist and a more sociable person someday. This happy and positive person that John wants to be is his:

ideal self.

Higher self-esteem:

improves attitudes, job morale, and overall quality of life.

Leadership is best defined as the ability to:

influence people toward the attainment of goals.

People whose intelligence fall into the category of ______ are typically gifted writers, poets, songwriters, and speakers.

language

They keep us from operating in the real world.

many people learn very early to shut away large parts of themselves in the hidden pane.

Michael has an argument with his supervisor about whether or not the responsibility he's just been asked to take on is included in his job description. He felt that his job description was ambiguous and the task he was assigned not appropriate for him. In this scenario, Michael is having a content conflict over the:

meaning of a concept

An assumption underlying Maslow's theory is that:

needs that are not yet satisfied will motivate or influence a person's behavior

According to Csikszentmihalyi, ______ refers to the pleasure derived from the creative process of reaching a goal.

optimal experience

Morale is defined as the:

overall mood of an individual, based on attitudes and satisfaction.

The responses in the Johari Window panes deal with:

people's understanding of themselves.

Rodin and Ian work in the marketing team of their company. Rodin considers Ian a red-tape bureaucrat, while Ian considers Rodin unethical. They often have trouble working together on the same projects. The conflict between Ian and Rodin can be described as:

person-versus-person conflict

When dealing with an unreasonable, angry, or overly demanding customer, you should:

remain focused on the issue.

When customers perceive that you are willing to listen to their problems and that you are encouraging their response, they are most likely to:

respond honestly and openly.

A potential solution to the institutionalized conflict is to:

revise organizational policies or structure

In the context of proxemics, Americans typically preserve the first bubble of space for:

romantic partners.

While having dinner with his friends in a crowded restaurant, Michael consciously ignores the noise around him. He makes an attempt to pay attention to his buddies' discussions. In doing so, Michael is engaging in:

selective listening.

Sarah's manager had given her feedback for her low performance for the quarter. She internalized the manager's observation and started thinking of herself as an unprofessional and inefficient employee. This lowered her _____, and she tended to be even less productive than before. This led to a vicious cycle.

self-concept

_____ reflects the positive side of human relations by allowing others to see what feelings and thought you really have.

self-disclosure

Attitudes relate to a person's:

self-esteem.

According to psychologists, _____ can be defined as the nonspecific response of the body to any demand made on it.

stress

Creativity is best described as:

the ability to come ups with original and effective solutions.

The self-esteem trap is best described as:

the circumstance that comes from taking a customer's attack personally and letting it affect your own self-esteem.

Antonio, an employee of a software company, has been trying hard to get promoted for a long time. He gives up his efforts after two years and decides to remain satisfied with earning a decent living for his family. In terms of ERG theory of motivation, this exemplifies:

the frustration-regression principle.

A creative person is usually motivated by:

the joy of the discovery process.

People sometimes find it difficult to be around those who really don't "need" anyone to like them because:

they expect others to share their need for acceptance

A justifiable motive for withholding personal information is:

to protect other people's feelings.

An OD intervention is best described as a:

training tool that teaches members of an organization how to solve their problems.

Among the four different areas or "clusters" of emotional intelligence, self-awareness refers to the ability:

understand when you are seen as underrating or overrating another person.

David, an employee at a manufacturing company, wanted to get promoted to the post of supervisor. His company offered the incentive of a week-long fishing trip for high performers. This did not motivate David to perform well. This happened because the reward lacked _____.

valence

Which of the following statements is true of customer needs?

very customer's needs include being treated fairly.