Human Relations Final 51-100
One of the theories of prejudice is that competition leads to frustration and aggression.True or false
True
Stress is any reaction or response your body makes to a new situation. True or False
True
Team building is a process that requires efforts from everyone involved and usually takes quite a bit of time. True or False
True
The two simplest principles of customer service are finding out what the customer needs and doing what is necessary to satisfy those needs. True or False
True
Bruce is a customer service representative of GoodHomes appliances. He is responsible for providing solutions to customers' problems. To provide solutions to the customers, Bruce depends on the team of technical experts in the company. From the given information, we can conclude that Bruce is a(n):
internal customer.
Which of the following statements is true about status?
it comes from a variety of different sources.
The simplest and most effective method to stop sexual harassment at a workplace is:
just asking or telling the person to stop.
In the alarm stage of Selye's general adaptation syndrome, there is an increase in the heart rate, blood pressure, and respiration, and a sudden release of adrenaline. true or false
true
People with a hardy personality seem to have three things in common: challenge, commitment, and control. True or False
true
In the U.S., which of the following questions is most likely to be considered illegal in interviews when hiring?
"Susan, what contribution would you make to our organization if given the job?"
Which of the following questions is an effective self-check when deciding on an ethical approach to a situation?
"Would I want all of my procedures to be made public knowledge?"
The Age Discrimination in Employment Act applies to most workers beginning at age
40
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 is an example of a formal group in a workplace?
An ad hoc task force
Which of the following best exemplifies the practice of scapegoating?
Carl unfairly blames his team members for his failure to meet the deadline.
Why should a firm encourage customer complaints?
Customer complaints inspire improvements to service that would otherwise have gone unnoticed.
Which of the following is true about discrimination?
Ethnocentrism stands as an obstacle in overcoming racial prejudices.
Charismatic power primarily comes from a person's knowledge or skill in areas that are critical to the success of a firm. True or False
False
Discriminatory policies in the workplace that are intentionally set to exclude members of specific groups or to treat them differently are known as exclusionary policies.True or False
False
Followers directed by consultative leaders, have little or no freedom to disagree or to disobey. True or False
False
In cases of substance abuse by employees, supervisors should try to counsel or advise employees themselves so that the issue is handled before it requires expert counseling. True or False
False
Major life changes are internal sources of stress.
False
_____ is a practice seen in developing countries based upon mutual obligation and resulting in the exchange of privileges over years and even generations.
Future favors
The _____ was established in 1977 to help employees who blow the whistle on unethical corporate practices.
Government Accountability Project
How do group members act in the forming stage of the group development process?
Members adjust themselves in terms of what behaviors are expected of them.
__ holds that companies are responsible to any group they interact with as a business.
Stakeholder social responsibility
Which of the following views on social responsibility is based mostly on materialistic ideals that emerged with the Industrial Revolution in the late 1880s when large corporations were first formed?
Traditional social responsibility
Climate in a workplace can be influenced by environmental factors, such as the color of the room, the noise level, and the way people dress. True or False
True
Customer complaints should be encouraged as they inspire improvements to service. True or False
True
Which of the following questions forms the basis for the categorical imperative?
What would the world—or my company—be like if everyone were to do this?
Which of the following strategies should be followed when dealing with customers?
You should respect your customers and give them the highest-quality service but should never let them run your business. Question 77 (1 point)
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.
The purpose of the Americans with Disabilities Act is to
create a level playing field for persons with disabilities
Whistleblowing refers to the practice of turning in the offending person or people and exposing the truth.
ethical courses of action aren't always clear-cut and obvious.
The positive stress felt when playing baseball is referred to as ____.
eustress
According to psychologist Albert Ellis, the biggest culprit in one's emotional stress and anxiety is the C (or consequences) part of the ABC.
false
Rationalizing is the preferred way to handle an unethical situation or incident.
false
The principle of justice is an ethical principle that results from the question, "What would the world—or my company—be like if everyone were to do this?" Question 87 options: 1) True 2) False
false
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.
Employee assistance programs (EAPs) can help the employees on all of the following EXCEPT:
pension plans.
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.
Dream Land manufactures toys for kids. In its advertisements, it stresses on its motto to make the customers happy. In doing so, the company is trying to:
sell good feelings.
Janice's manager, Mr. Stone, makes it a point to compliment her every day and sometimes comments on her perfect figure. These comments make Janice uncomfortable. Mr. Stone's act could be considered as:
sexual harassment.
Being "stretchable" is the most important aspect in the S.M.A.R.T.S system of appraisals because the appraisal system:
should give the employee new goals and new horizons to grow into a new comfort zone.
Institutional prejudice occurs when:
the policies in an organization that are not intentionally set to exclude members of specific groups have a discriminatory effect.
In the context of a business environment, bad news skills refer to:
the skills necessary to deliver bad news to the customers but still retain their business and goodwill.
A common misconception is that ethics is just a matter of complying with a set of rules and regulations.True or False
true
Discriminatory policies in the workplace that are intentionally set to exclude members of specific groups or to treat them differently are known as exclusionary policies.
true
For success with the laissez-faire leadership style, followers must be self-directed and motivated to act without intervention. True or False
true
Whistleblowing refers to the practice of turning in the offending person or people and exposing the truth.
true