CHAPTER 8 EXAM

Which of the following is a characteristic of high power-distance organizations?

Employees believe management should have the power and make the decisions.

Which of the following ways is most likely to be useful in increasing one's connection power?

Expanding one's network of contact with important managers who have power

Which of the following bases of power is essential to people who have to work with people from other departments and organizations?

Expert power

Referent power is based on a user's ability to influence others with something of value to them.

False

Sam, a supervisor, needs an extra pair of hands to complete an urgent task. George, an employee in the accounts team, has worked as part of his team before and knows the job. However, George is a moody man and always has his hands full. Which of the following influencing tactics would be most appropriate for Sam to use for persuading George?

Ingratiation tactic

Identify a true statement about legitimate power.

It can be increased by working at gaining people's perception that one does have power. Correct

In the context of influencing tactics, which of the following statements is true of the personal appeal tactic?

It is especially important when one has weak power.

Which of the following bases of power would be most appropriate for asking people to do something that is within the scope of their jobs?

Legitimate power

Which of the following is a guideline that should be utilized when developing an inspirational appeal?

Make your confidence and optimism that the objective can be met contagious. Correct

________ is the process of developing relationship alliances with key people for the purpose of politicking.

Networking

Which of the following is the first step in handling customer complaints?

Paraphrasing the complaint and apologizing

________ is a person's ability to influence others to do something they would not otherwise do.

Power

In the context of the seven bases of power, which of the following is based on a user's personal power?

Referent power

Which of the following is a guideline that should be followed when developing personal appeals?

Tell the person that you are counting on him or her.

In low power-distance cultures, people are less comfortable with differences in power, and there is less emphasis on social class distinction and hierarchical rank.

True

One does not have to take power away from others to increase one's power base.

True

Reciprocity involves creating obligations and debts, developing alliances, and using them to accomplish objectives.

True

The use of ________ is appropriate when trying to maintain discipline or enforce rules.

coercive power

Most day-to-day interactions are based on ________.

legitimate power

Helen is working on a project that needs technical knowledge of automobiles. Her friend Brad is an automobile engineer but works for another company. In this scenario, Helen should ideally use the ________ for influencing Brad to help her.

personal appeal tactic