SSM201-CHAP 2,3,4
53) If you stole something to save a stranger's life (you received no compensation), what would be your level of moral judgment? A) First level of maturity B) Second level of maturity C) Third level of maturity
C
29) To become a better manager, what is one of the first things one should do? A) Improve one's communication skills B) Seek knowledge of oneself C) Manage one's time better D) Empower one's employees
B
42) Lana was sitting somberly in her office. Her face had an angry expression and she had a tear in her eye. One of her co-workers asked her how she was doing. Lana responded, "I am fine." Concerned, the co-worker asked, "Are you sure?" Lana again responded, "Yes, there is nothing wrong, I am fine." Which emotional intelligence ability does Lana most likely need to develop? A) Ability to diagnose and recognize your own emotions B) Ability to control your emotions C) Ability to recognize and diagnose emotions displayed by others D) Ability to respond appropriately to others' emotional cues
A
31) How can the enigma of self-awareness be managed? A) Avoid information contradictory to one's self-image B) Seek information from others about one's self C) Make sure to cross the sensitive lines of others D) Challenge information inconsistent with one's self-image
B
32) If you feel anxiety or fear, or perhaps sorrow or confusion, you are likely in which stage of stress reaction? A) Alarm stage B) Resistance stage C) Exhaustion stage D) You are not feeling stress.
A
77) How does one overcome the approach of a winner-takes-all? A) Exercise B) Diet control C) Deep-relaxation strategies
C
37) Communication has been studied by numerous people. What are the results of their efforts? A) The transmission of accurate messages has improved. B) The interpersonal aspects of communication have improved. C) Both accuracy and interpersonal aspects of communication have improved. D) Neither accuracy nor interpersonal aspects of communication have improved.
A
43) George works full time in a warehouse and works hard. Although he likes his boss, who is from Japan, he finds they have different views on the work to be accomplished by the end of the shift. The work comes in spurts, and George feels he must finish all of it before the end of his shift. Lately, George has not been able to finish the work by the end of his shift. He is experiencing which type of stress? A) Time stress B) Encounter stress C) Situational stress D) Anticipatory stress
A
44) Managers pass along advice and information and help employees improve their skills by setting standards. When managers do this, what is it called? A) Coaching B) Counseling C) Validating D) Delegation
A
46) It is obvious that Talia values her privacy as she rarely talks about her husband and children in conversations with her co-workers. Based on Trompenaars' dimensions of national culture, which cultural dimension does Talia's behavior in the workplace most closely relate to? A) Specific vs. diffuse B) Achievement vs. ascription C) Universalism vs. particularism D) Individualism vs. collectivism E) Affective vs. neutral
A
46) Which is the best summary of the effectiveness in time management approach? A) You accomplish what you want to accomplish with your time. B) You accomplish more by reducing wasted time. C) You accomplish more at the most productive times of the day.
A
46) You notice that since hiring Barbara, she is always working early and stays late; she appears to be working very hard. Co-workers have commented on how much they enjoy working with Barbara. Yesterday, in a conversation with her, she remarked how she was unhappy with her performance but was determined to try harder. This surprised you since you find her very capable, competent, and hard working. What kind of problem is Barbara most likely facing? A) A problem that needs counseling B) A problem that needs coaching C) A problem that needs person-oriented communication D) A problem that needs global communication
A
47) Research indicates that business managers A) place higher emphasis on personal values rather than social values. B) place higher emphasis on social values rather than personal values. C) place higher emphasis on instrumental values rather than terminal values. D) differ in the emphasis placed on social values according to gender.
A
49) You are a manager of a team of 50 professionals. One particular professional persists in accusing you of having your priorities out of order. Since the planning activity you do often is not urgent, this particular professional tries to undermine the activity. Which research-based principle should the manager remember? A) People who experience the most time stress are those who allow others to generate their personal principles statement for them through their demands for time. B) People who steal time from you should be removed from your work environment in order to avoid situational stress. C) Relationship conflicts should be handled at the end of the day so that the important things can be given your best energy in the morning hours. D) People who steal time from you can be dealt with by talking to them while standing.
A
50) During the 1992 riots in Los Angeles where many individuals took merchandise, some argued that looters took only what they needed, like food and diapers, whereas others argued looters took only what they had been denied by the system, like TVs and stereos. If these looters were focusing on their own needs, what was their level of values maturity? A) First level of maturity B) Second level of maturity C) Third level of maturity
A
51) You need a little extra money, so you added an extra $100 to your expense reimbursement statement before handing the receipts over to accounting. Your co-worker Sara added over $1000 to her statement. If you believe Sara's actions are worse than yours, what is your level of values maturity? A) First level of maturity B) Second level of maturity C) Third level of maturity
A
55) If your goal in life is to live a stimulating and active life, what is this an example of? A) Terminal value B) Instrumental value C) Attitudinal value D) Interpersonal need value
A
58) Which of the following statements are true? 1. Your cognitive style is the same as your personality type. 2. Your cognitive style is innate and cannot be changed. 3. The three cognitive styles are knowing, planning, and creating. A) Statement 3 is true, and statements 1 and 2 are false. B) Statements 2 and 3 are true, and statement 1 is false. C) None of the statements are true. D) All of the statements are true.
A
60) During a meeting, Bruce turns to you and comments, "We really shouldn't be making a decision until we have got a better handle on the facts and data. New ideas are fine, but if we can't back them up with credible and precise analysis, we shouldn't be taking the risk." Based on this comment, you recognize that Bruce is probably strongest on which dimension of cognitive style? A) Knowing B) Planning C) Creating D) Accommodating
A
63) You overhear a conversation where one person says, "You really believe that? I think if you look at the facts again, I'm sure you would draw a different conclusion." What would this communication be an example of? A) Practicing person-oriented communication B) Practicing problem-oriented communication C) Practicing communication that validates the individual D) Practicing communication that is disowned
A
64) Individuals who tend to prefer jobs in fields such as social work where personal interactions predominate have which cognitive style ? A) Creating cognitive style B) Knowing cognitive style C) Planning cognitive style D) None of the three cognitive styles are more likely in individuals who choose such a career.
A
66) The individual most likely to be entrepreneurial in his/her actions is someone with a(n) A) high tolerance of ambiguity. B) low tolerance of ambiguity. C) external locus of control. D) lateral locus of control.
A
66) What is exercising 20 to 30 minutes every other day and maintaining a heart rate that improves the cardiovascular system known as? A) Physiological resiliency B) Psychological resiliency C) Social resiliency D) Life balance
A
71) From the information you have, it would appear that Mick exhibits which dimension of Type A behavior? A) Competitiveness B) Life imbalance C) Hostility/anger D) Impatience/urgency
A
76) How can you build psychological resiliency? A) Deep-relaxation strategies B) Small goals C) Work redesign
A
78) Which best defines core self-evaluation? A) The evaluation each person has developed about himself or herself B) The evaluation of dominant personality traits that are core to a person's management skills C) The evaluation other people give to a person's most dominant personality traits D) The evaluation each person gives of himself or herself to appraise eligibility for salary increases
A
78) You tell your boss that disjunctive communication can occur in three ways. They are (1) controlling airtime, (2) extended pauses, and (3) topic control. Is what you said to your boss true or false? A) All three statements are true. B) Statements 1 and 3 are true, but statement 2 is false. C) Statements 2 and 3 are true, but statement 1 is false. D) Statements 1 and 2 are true, but statement 3 is false. E) All three statements are false.
A
83) You need to turn in your expense account. This is your first one. Mary, your co-worker, has turned in over 50 in the last two years. As you explain a problem related to turning in your expense account to her, which response type would be most appropriate for Mary to use? A) Advising response B) Deflecting response C) Probing response D) Reflecting response
A
84) When Calvin explained his problem to Melissa, her facial expressions and comments encouraged him to say more. She occasionally restated to make sure she understood what he was saying. Which stage of listening was Melissa exemplifying? A) Reflecting B) Probing C) Deflecting D) Advising
A
89) When part of the message is not understood (it's clear, just part is not understood), which probe is best? A) Elaboration probe B) Clarification probe C) Repetition probe D) Reflective probe E) A probe is not best. Use a deflective response.
A
93) Sharing personal data and engaging quickly in sensitive topics is more likely to occur in which culture? A) A culture with affectivity orientation B) A culture with particularistic orientation C) A culture with achievement orientation D) A culture with neutral orientation
A
69) A manager maintains little eye contact, interrupts subordinates, and criticizes them for feeling a certain way. He or she is displaying which type of communication? A) Rigid and evaluative communication B) Indifferent and impervious communication C) Indifferent and superior communications D) Indifferent communication
B
34) George has returned from his two-week trip to India. He believes his trip has provided an introspection that increased his self-knowledge. When you begin to question him about his experiences, he becomes defensive and states, "I don't want to talk about it with you!" Based on the review of self-awareness in the text, what would be the most accurate conclusion? A) Yes, it probably has increased his self-knowledge. Now he is protective of that knowledge. B) No, it probably has not increased his self-knowledge. C) Maybe, maybe not, depends upon what rituals he practiced. D) Yes, because he has become more self-assertive and aware of what he wants to talk about.
B
36) George made the following comment to Sarah, one of his co-workers: "Gene's recommendation to cut costs by eliminating travel to training seminars just shows he really isn't aware of how important training is. His lack of insight is due to the fact he doesn't have a college degree." What is George's comment an example of? A) Focusing on a difference B) Creating a distinction C) Focusing on an artificial social barrier D) Creating a false value for a college degree
B
36) Which of the following is not one of the problems associated with electronic communication? A) People are bombarded with an overabundance of information, often poorly presented, so they are less willing to consume all the messages aimed at them. B) Interpersonal relationships have been significantly enhanced by using electronic communication methods. C) People do not place all the rapid-fire messages in context, so much of the information lacks significance or meaning. D) Although some relationships can be created electronically, effective interpretation and use of information still depends on the relationship the recipient has with the sender.
B
38) The manner in which individuals gather and process information is a part of what? A) Personal values B) Cognitive style C) Adaptability D) Creativity
B
42) Mary is suffering work stress as a result of her interactions with her new boss, who recently transferred from Finland. He has reorganized the work based on teams. In Mary's team, there is no agreement on who should do what or on the purpose of the team. Her stress is from which stressor? A) Time stress B) Encounter stress C) Situational stress D) Anticipatory stress
B
43) What is the statement "I have decided to turn down your request" an example of? A) Conjunctive, not disjunctive communication B) Owned, not disowned communication C) Problem oriented, not person oriented communication D) Specific, not global communication
B
44) You have developed a "need-to-do" list and have promised yourself to say "no" more often. You even bought a planner. Which approach to time management are you practicing? A) Effectiveness approach B) Efficiency approach C) Delegation approach D) Priority approach
B
45) Employees at Turner, Inc. are engaged in a debate over the merits of an individual vs. a team-based compensation program. Based on Trompenaars' dimensions of national culture, which cultural dimension does this debate most closely relate to? A) Universalism vs. particularism B) Individualism vs. collectivism C) Affective vs. neutral D) Achievement vs. ascription E) Internal vs. external
B
45) Managers help employees by addressing problems involving employee attitudes. When managers do this, what is it called? A) Coaching B) Counseling C) Empowerment D) Discipline
B
47) There is a problem with George. You don't doubt his knowledge or ability to do the job. However, lately he has developed a problem concerning his co-workers. He doesn't need or want their input to the project. He says that his work is above standards and remarks, "Can I help it if I work with idiots?" What kind of problem is George most likely exhibiting? A) A problem that needs coaching B) A problem that needs counseling C) A problem that needs person-oriented communication D) A problem that needs global communication
B
47) Which is the best summary of the efficiency in time management approach? A) You accomplish what you want to accomplish with your time. B) You accomplish more by reducing wasted time. C) You accomplish more at the most productive times of the day.
B
48) Your boss was arrested for embezzlement at the office. As he walks past you handcuffed, he states, "You know, you and I possess the same values, we just differ by degrees." Which is the boss an example of? A) Terminal values B) Poor ethical decision making C) Poor information gathering D) Conformity level of values maturity
B
49) Which of the following supervisor statements is an example of coaching? A) "I'd really like to see you try to approach this problem more optimistically." B) Let's sit down and work through the audit process together this time so that you see what I'm looking for." C) "You need to work on your attitude." D) "Your teammates are expressing concern that you don't handle conflict well."
B
52) As a new member of the team, you notice that team members appear to treat each other with kindness, courtesy, and honesty. They really do seem to care about each other. Members of this group will be able to cope best with which kind of stress? A) Time stress B) Encounter stress C) Situational stress D) Anticipatory stress
B
52) You added an extra $100 to your expense statement and Sara added an extra $1000 to her expense statement. If you believe both of you are equally wrong (this does violate company policy), what is your level of values maturity? A) First level of maturity B) Second level of maturity C) Third level of maturity
B
53) This course, with its emphasis on developing managerial skills and related emotional intelligence skills, should assist you (on completion of all chapters) in eliminating which stress? A) Time stress B) Encounter stress C) Situational stress D) Anticipatory stress
B
54) Concerning success in life, what does research appear to suggest? A) Having a high IQ score is critical. B) Having an ability to manage emotions is critical. C) Having a competitive attitude is critical. D) Having a few strong relationships is critical.
B
56) If you believe a government policy would benefit those that are less advantaged than yourself, what view of ethics is this? A) Golden rule test B) Equal treatment test C) Cost-benefit test D) Personal gain test
B
56) Which group has a lower level of job strain? A) People in lower-level positions B) People in higher-level positions C) Neither people in low- nor high-level positions; it depends on one's age and health status D) People without managers to evaluate their work
B
57) When using descriptive communication to help modify someone's behavior, what should a person do? A) First describe reactions to the behavior, describe the behavior, and then suggest an alternative behavior. B) First describe the behavior, describe reactions to the behavior, then suggest an alternative behavior. C) First discuss the problem, then the alternatives, then decide on a solution. D) Describe the behavior, describe why it's a bad behavior, then describe what will happen (the consequences) if the person keeps doing the behavior.
B
57) Your personal cognitive style is based on which of the following two dimensions? A) The manner in which you gather information and whether you think it is true B) The manner in which you gather information and the way in which you act on that information C) Horizontal and vertical D) The manner in which others gather information about you and the way you react to their behaviors
B
59) At the beginning of your team's first meeting, Betsy said, "I think it's really important that we develop a clear agenda for what we want to accomplish and then decide who is going to do what." Based on this comment, you suspect that Betsy is strongest on which dimension of cognitive style? A) Knowing B) Planning C) Creating D) Assimilating
B
60) If you believe people want to do better, to perform successfully, and to be contributors, what assumption do you make? A) Theory X assumption B) Theory Y assumption C) Theory Z assumption D) Stress-free supportive communication assumption
B
61) Your boss tells you, "If you continue to be late, you will lose your job." Did your boss practice supportive communication? A) No, this is an evaluative comment. B) Yes, even though the comment is evaluative in nature, it is linked to a probable outcome. C) Yes, this is a validating comment. D) No, the comment is person oriented.
B
64) If you have missed your son's T-ball game and your daughter's soccer game the past two weeks because you have been on the road talking to clients, which behavior tendency are you most likely exhibiting? A) Competitiveness B) Life imbalance C) Hostility/anger D) Impatience/urgency
B
65) If a job requires someone to be able to focus on only one element of information in order to not become distracted, which of the following would best match those requirements? A) High tolerance of ambiguity B) Low tolerance of ambiguity C) High instrumental values D) Low cognitive style
B
67) To maintain dietary control, one should do the following: (1) avoid fats, (2) avoid caffeine, and (3) take Vitamin E only. Which are correct? A) All three points are correct. B) Points 1 and 2 are correct. C) Points 1 and 3 are correct. D) Points 2 and 3 are correct.
B
68) Bob enjoys his management professor. She hands out vague assignments and encourages him to be creative and to look at things a different way. Which best describes Bob's tolerance? A) Tolerant of familiar information B) Tolerant of distinctive or unrelated information C) Intolerant of problems that are difficult to solve D) Tolerant of contradictory information
B
68) What does a person who is "hardy" have? A) An external locus of control B) An internal locus of control C) A supportive network of friends D) A low tolerance for ambiguity
B
71) After the professor passed back the graded test, you heard a student remark, "I didn't do well because the professor gave us tricky questions." Which locus of control does this student probably have? A) Internal locus of control B) External locus of control C) High tolerance for ambiguity D) Small locus of control
B
72) From the information you have, it would appear Ron exhibits which dimension of Type A behavior? A) Competitiveness B) Life imbalance C) Hostility/anger D) Impatience/urgency
B
72) In a meeting, you hear Mary say, "Some things are just meant to be," and "The economic health of this country is largely beyond the control of the individual." You classify Mary as a person with an external locus of control. How would you expect her to utilize her power? A) Persuasion and expertise B) Coercive power and threats C) Her own position D) There is not enough information available to answer the question.
B
75) Nobody seems to know what their role is and what they are supposed to do in one of your divisions. Two people have applied for the job as manager of this struggling division. They are equal in experience and knowledge; however, Robert has been classified as external and Susan has been classified as an internal. Who should you hire? A) You should hire Susan. B) You should hire Robert. C) You should continue your job search outside the division, as neither Susan nor Robert are qualified for the job. D) These classifications do not help in selecting the right candidate for this job.
B
76) "Either you do it now or never." Why is this statement useless? A) It is an inaccurate representation of reality. B) It denies any alternatives. C) It has potential for hidden agendas. D) It invalidates the other person's identity.
B
76) Janet reads her horoscope and calls the psychic hot line for advice every day. Which would most likely apply to Janet? A) Internal locus of control B) External locus of control C) Tolerance for ambiguity D) None of the above
B
78) As a moderating factor against the harmful effects of stress, what does social resiliency involve? A) Being able to not conform to group pressure B) Being able to develop and maintain close social relationships C) Being able to maintain control over social networks
B
80) A temporary stress-reduction technique utilized in child birthing has the woman focus on a pleasant experience from her past during the early stages of labor. What is this known as? A) Reframing B) Imagery and fantasy C) Rehearsal D) Social resiliency
B
81) What is neuroticism? A) The extent to which people see themselves as capable and successful B) The tendency to have a negative outlook and pessimistic approach to life C) The belief that one can control his or her experiences D) The generalized sense of one's ability to perform capably across a variety of circumstances
B
82) Research has found managers are least likely to listen to which of the following? A) Another manager B) Family members C) Subordinates that report to managers D) People in other companies
B
85) Your presentation didn't go as well as you had hoped. Sam stopped by and remarked, "Everything will be fine. My first presentation didn't go half as well as yours." Sam offered which type of response? A) Advising response B) Deflecting response C) Probing response D) Reflecting response
B
86) For a deflecting response to work, which principle of communication should one follow? A) Owned communication B) Conjunctive communication C) Descriptive communication D) Global communication
B
92) What does research on interpersonal communication among various cultures and nationalities confirm about the eight attributes of supportive communication? A) The attributes have varying degrees of applicability in solving interpersonal problems. B) The attributes have almost universal applicability in solving interpersonal problems. C) The attributes have varying degrees of applicability in solving interpersonal problems in affective and particularistic oriented cultures. D) The attributes have varying degrees of applicability in solving interpersonal problems in neutral and achievement-oriented cultures.
B
79) You have just given a report to your boss. He says, "You have a good idea, but I'm afraid headquarters will think it is a little radical." What type of communication is this an example of? A) Supportive B) Owned C) Disowned D) Disjunctive
C
30) How should managers know and accept others? A) Be an enigma to themselves B) Work toward self-denial and unselfishness C) Work toward self-awareness and self-acceptance D) Work toward self-reverence and reflection
C
31) What behavior would a manager that experiences stress typically exhibit? A) Underestimate how fast time is passing B) Consult and listen to others C) Fixate on a single approach to a problem D) Create unique solutions to problems
C
32) To know one's self, what is most prescribed? A) Self-examination and meditation B) Do not cross the sensitive line C) Involve others D) Be highly selective about who to get information from
C
33) Responding to a remark from a peer that a report looks like it was slapped together at the last minute (you had spent most of last week working on it), the sensitive line was crossed. What will the most likely response be? A) "I think you are right, thanks for the feedback." B) "You don't know what you are talking about! Call my boss if you don't believe me!" C) "Well, maybe I did or maybe I didn't, what do you care?" D) "Could you tell me how I might improve the report?"
C
34) According to the textbook authors, what is the most important skill for building and strengthening positive relationships? A) Creativity B) Innovation C) Communication D) Intellectual capacity
C
36) Which is the best description of a person who is a "hot reactor"? A) Becomes "hot"; that is, he or she responds well to stress B) Reacts poorly to "repressors" C) Reacts poorly to stress D) Reacts negatively to certain defense mechanisms used by others
C
37) Areas of self-awareness are listed in 1 through 4. Which is true concerning the four areas of self-awareness? 1. personal values 2. creativity 3. emotional intelligence 4. core self-evaluation A) All four areas listed are correct. B) Only areas 1 and 4 are correct. C) Only area 2 is incorrect. D) None of the four areas listed are correct.
C
37) To relieve stress, you have been told to not bottle up your anger but to let it out. A teakettle will explode if you don't let the steam out. This advice coincides with which coping strategy? A) Enactive strategy B) Proactive strategy C) Reactive strategy D) Resistance strategy
C
38) What is the outcome of supportive communication? A) Other people like you even if they don't understand you. B) You are judged to be a nice person and others listen to you. C) The message is delivered accurately and relationships are enhanced. D) You are socially accepted but not viewed as an excellent manager.
C
39) Isabel felt overwhelmed by the pressure of her pending deadline. She decided to "check out" for a few minutes and think about her upcoming ski trip to take her mind of her stress. Which type of stress-management strategy was Isabel pursuing? A) Enactive B) Proactive C) Reactive D) Distractive
C
39) What method do the textbook authors propose to correct the problem of multiple definitions of emotional intelligence? A) Use definitions proposed by the original developers of emotional intelligence theories B) Use definitions that distinguish among personality traits and cognitive traits C) Use definitions that distinguish among emotional intelligence and emotional competence D) Use definitions that were developed within the last year
C
40) Patti's company recently reorganized for the second time this year. As part of the reorganization she was promoted, which has caused a significant increase in the time she spends in the office. Yesterday, she received a speeding ticket as she was racing back to the office from the mall with her Christmas gifts. What type of stressor is Patti most likely feeling? A) Time B) Encounter C) Situational D) Anticipatory
C
40) Which of the following statements is most consistent with coaching (as opposed to counseling)? A) "I'd like to see you work on your attitude. You are often too pessimistic." B) "Would you like to talk with me about the interpersonal conflict you are having with your supervisor?" C) "Let's plan some time tomorrow for me to walk you through the audit process. I think I can help you see where you are making mistakes." D) "I'm concerned that you seem to be growing less committed to the mission of our organization. Why don't you spend a little more time with our customers so that you can reignite your passion?"
C
41) Which statement is accurate concerning the abilities listed in the author's definition of emotional intelligence and the list provided below? 1. ability to diagnose and recognize emotions 2. ability to control emotions 3. ability to lead a team 4. ability to manage with self-confidence A) All abilities above are included in the author's definition. B) Abilities 1 and 3 are included in the author's definition. C) Abilities 1 and 2 are included in the author's definition. D) Abilities 1 and 4 are included in the author's definition. E) None of the abilities are included in the author's definition.
C
44) In Trompenaars' dimensions of national culture, which value dimensions refer to how individuals relate to others? 1. Universalism vs. Particularism 2. Individualism vs. Collectivism 3. Affective vs. Neutral 4. Specific vs. Diffuse 5. Achievement vs. Ascription 6. Past and Present vs. Future 7. Internal vs. External A) All of the dimensions B) Only dimensions 1, 2, and 4 C) The first five dimensions D) Only dimension 2
C
45) If you are utilizing the effectiveness approach to time management, you do what? A) Focus on urgent matters first B) Focus on minimizing wasted time C) Focus on important matters first; ignore urgent tasks unless they produce the desired results D) Focus on urgent matters first but don't feel guilty when you must say "no"
C
48) You are a manager of a team of 50 professionals. One particular professional persists in accusing you of having your priorities out of order. Since the planning activity you do often is not urgent, this particular professional tries to undermine the activity. What would be best for you to do? A) Meet the professional at the door each time you see him coming B) Move the professional to another team so you don't have to manage him C) Clarify your core principles and make them public D) Hold meetings with him only at the end of the day
C
49) Research suggests that (1) individuals differ in their level of values development, (2) individuals hold different sets of instrumental values at different stages of development, and (3) peoples' value priorities do not change once they become adults. Which statements are correct? A) All three statements are correct. B) Only statements 1 and 3 are correct. C) Only statements 1 and 2 are correct. D) Only statements 2 and 3 are correct.
C
50) What is an important goal of counseling? To help the individual A) get along better with co-workers. B) understand clearly what the problem is and how to overcome it. C) recognize that a problem exists and identify ways to address the problem. D) identify ways in which the problem may be addressed.
C
51) What are two major problems that result when principles of supportive communication are not followed while coaching or counseling subordinates? A) The person shows anger, aggression, competitiveness, and avoidance, and the person dislikes the one sending the message. B) The person feels put down, ineffectual, or insignificant, and the person is not trustworthy. C) The person feels put down, ineffectual, or insignificant, and the person shows anger, aggression, competitiveness, and avoidance. D) The person is not trustworthy, and the person dislikes the one sending the message.
C
52) You have noticed since your discussion with Mary about her performance in the team that she seems withdrawn and not very motivated. What should you suspect about your communication? A) It was very supportive. B) It caused some defensiveness in Mary. C) It caused some disconfirmation in Mary. D) It caused both some defensiveness and disconfirmation in Mary.
C
53) The CEO from headquarters has just arrived. You make some opening comments and she replies, "I'm glad to be here. I look forward to talking to everyone here that has made this plant number one." Looking straight at you she continues, "My time is yours to do as you see fit." She then looks at her watch. What type of communication is this an example of? A) Congruent communication B) Supportive communication C) Incongruent communication D) Disowned communication
C
54) What should you do when practicing congruent communication? A) Blow off steam immediately on getting upset B) Never suppress your feelings of anger or disappointment C) Match the communication, verbally and nonverbally, to what you are thinking and feeling D) Match the communication, verbally and nonverbally, to what others are ready to hear
C
55) If a child refuses to eat a cookie so later in the day he can have something he likes more, what ability related to emotional intelligence is he exhibiting? A) Controlling or keeping in check negative emotions B) Recognizing or understanding his own feelings C) Delaying immediate gratification to achieve a goal D) Controlling or keeping in check positive emotions
C
55) Your boss has just left your office. You heard what she said but feel there was a hidden message in her statements. What type of communication did your boss most likely practice? A) Supportive communication B) Nonsupportive communication (it was person-oriented communication) C) Nonsupportive communication (it was incongruent communication) D) Nonsupportive communication (it was evaluative communication) E) Nonsupportive communication (it was problem-oriented communication)
C
56) Morgan has a problem. Her date has been late the last three times to pick her up and this upsets her. Tonight her date is late again. What should she say? A) "I can't believe you are late for the fourth time. This really upsets me! Why are you always so late?" B) Nothing, but when he asks, "What's wrong?" reply as coldly as possible "Nothing." C) "This is the fourth time you have been late. I want you to know how much this hurts me. Maybe the next time you should call from the car phone and let me know you are running late." D) "This is the fourth time you have been late. I want you to know how much this hurts me. I wonder if your mother knows how you disrespect me?"
C
57) In redesigning the job to reduce stress, what should you focus on? A) Providing more job security B) Resolving and keeping interpersonal conflicts to a minimum C) Providing more involvement in decision making D) Providing clear direction and focus
C
58) To reduce the situational stress his workers felt, Tom decided to hire a customer relations group. Tom believed this new group could deal firsthand with customer inquiries and therefore reduce the burden his employees currently had of responding to customers. Is this a good idea or a bad idea? Why? A) This is a good idea, it will eliminate stress. B) This is a bad idea, it increases the number of feedback channels. C) This is a bad idea, it promotes filtered communication. D) This is a good idea, it promotes one contact for the customer.
C
59) You have just practiced descriptive communication to modify some problematic behavior. Your subordinate replies, "I have an excuse ... it is not my fault." What should you do? A) Point out (without causing defensiveness) to your subordinate that it really doesn't matter if it is his/her fault; the problem still exists B) Keep trying to describe the problematic behavior until the subordinate understands C) Refocus the communication away from blame or fault toward counseling D) None of the above
C
59) You started your new job at Tasty Burger. The boss told you this is an easy job, but you should still do your best. He commented that he will keep an eye on you and will tell you if he sees you doing anything wrong. Which stress would you most likely feel as you begin your work? A) Situational stress due to a lack of task significance B) Anticipatory stress due to increased decision-making authority C) Situational stress due to not knowing what is expected D) Situational stress due to a poor relationship with the boss
C
60) Which can best eliminate anticipatory stress? A) Redesigning the work B) Time management C) Prioritizing and short-term planning D) Improving your emotional intelligence
C
61) After graduation you have decided to stay in Bedford Falls, the only place you have ever known. Which area of self-awareness probably affected your decision? A) Cognitive style B) Interpersonal needs C) Attitudes toward change D) Instrumental values
C
61) Sarah is a Peace Corps volunteer headed for Colombia. She has great anticipatory stress (she's never been outside of the United States before and she doesn't know any Spanish). What should she do to reduce her stress? A) Make herself familiar with the purpose of the Peace Corps B) Comfort herself with the idea that because this is a volunteer position, she can quit at any time and the Peace Corps will fly her immediately home C) Learn to say her name and "Where is the bathroom?" in Spanish D) Prioritize her career plans just in case things don't work out with the Peace Corps
C
62) Your co-worker Sandy plans her vacations 12 months in advance and is the first to volunteer to create agendas for team meetings. Which cognitive style does Sandy's behavior exhibit? A) Creating cognitive style B) Obsessive cognitive style C) Planning cognitive style D) None of the above
C
63) Research suggests individuals with low tolerance for ambiguity and low cognitive complexity are A) better transmitters of information. B) able to interpret more cues. C) less behaviorally adaptive. D) unable to understand abstract ideas.
C
63) Some rules for instituting small wins are (1) keep track of the changes you are making, (2) forget the small gains you have made and focus on what is next, and (3) find other small things to change and change them. Which are correct? A) All three rules are correct. B) Rules 1 and 2 are correct. C) Rules 1 and 3 are correct. D) Rules 2 and 3 are correct.
C
64) You just watched your employee handle a customer poorly. How should you respond? A) "What were you thinking? That's not how we do it here!" B) "I don't like the way you handled the situation." C) "All employees are expected to follow procedures outlined in the employee manual when dealing with a customer. I am disappointed with the way you handled that situation. Can we review that policy together?" D) "Let me show you how to do it. I can't believe you are unable to do something so simple."
C
66) "Not only does a fairway wood have a larger sweet spot, but it reacts better to bad hits. Thin shots don't lose as much yardage as off an iron. Toe shots don't lose ..." You are lost in the discussion of golf. What type of communication is this person using? A) Rigidity B) Indifference C) Superiority-oriented
C
67) You are channel surfing while watching TV, and you come across a rather rotund individual sitting by himself talking politics in a rather rushed manner. In the few minutes you watch, you notice that he has an answer for everything, that his answer is always right, and that he appears to reduce complex issues to very simplistic definitions. You think to yourself, "I'm glad no one listens to this person." The TV person is practicing which form of communication? A) Indifference B) Superiority-oriented C) Rigidity D) Imperviousness E) None of the answer choices are correct.
C
67) You think you would like to join the Peace Corps and see the world, live in another culture, and experience new situations. Which subscale from the Tolerance of Ambiguity Scale would indicate whether you would enjoy the Peace Corps experience? A) Insolubility B) Complexity C) Novelty D) None of the above
C
68) You notice that your manager frequently interrupts you; when you ask him a question, you have to repeat it two or three times before he acknowledges you. Your manager is practicing which form of communication? A) Superiority-oriented B) Rigidity C) Indifference D) None of the answer choices are correct.
C
69) What does the internal-external locus of control measure? A) The ways in which a person goes about gathering and evaluating information B) A person's value system C) The extent to which a person feels able to affect his or her life D) A person's tolerance of ambiguity
C
70) On the Locus of Control Scale, Morgan scored a 6 and George scored a 15. How could these results be interpreted? A) Both Morgan and George have an internal locus of control. B) Both Morgan and George have an external locus of control. C) Morgan has an internal locus of control and George has an external locus of control. D) Morgan has an external locus of control and George has an internal locus of control.
C
70) You have a tendency to finish your brother's sentences. This annoys him but it makes you happy. You are practicing what type of communication? A) Respectful B) Problem-oriented C) Invalidating D) Evaluative E) Validating
C
73) From the information you have, it would appear Keith exhibits which dimension of Type A behavior? A) Competitiveness B) Life imbalance C) Hostility/anger D) Impatience/urgency
C
75) You are driving down the freeway and as you change lanes, the person behind you honks and shakes her fist. She then pulls up next to you and mouths words that cause you to wonder why she is talking about a "puck." The other driver exhibits which behavioral tendencies? A) Competitiveness B) Life imbalance C) Hostility/anger D) Impatience/urgency
C
77) Which is not one of the most researched big five personality attributes? A) Extraversion B) Agreeableness C) Ego D) Neuroticism E) Conscientiousness
C
79) Which best describes core self-evaluation? A) The extent to which people accurately evaluate how others think about them B) The extent to which people are able to diagnose their own emotions C) The extent to which people value themselves and feel proficient as individuals D) The extent to which people want affection
C
80) Some research suggests that one's communication style may indicate a person's mental health. What did this research find? A) Individuals are mentally healthy if they avoid taking responsibility for their statements and behavior. B) Individuals are not mentally healthy if they take responsibility for their statements and behavior. C) Individuals are mentally healthy if they take responsibility for their statements and behavior.
C
80) Which components contribute to the latent attribute of core self-evaluation? 1. self-esteem 2. self-efficacy 3. locus of control 4. extraversion A) Components 1 and 2 contribute. B) Components 1 and 4 contribute. C) Components 1, 2, and 3 contribute D) Components 1, 2, and 4 contribute.
C
87) When using a probing response, which type of questions work best? A) How questions B) Why questions C) What questions D) When questions
C
88) You asked your boss when you might receive a raise. He responded by telling you how interesting the travel channel is after 10:00 P.M. What should your response probably be? A) An elaboration probe B) A clarification probe C) A repetition probe D) A reflective probe E) An advising response
C
90) What is the outcome of each meeting that is held under the personal management interview program? A) Problems have been discussed. B) Information has been shared. C) Action items have been formulated. D) Feedback has been given.
C
91) Attributes of the PMI program are that (1) the interview is regular and private, (2) each meeting should last no longer than 15 minutes, and (3) both the manager and subordinate prepare an agenda for the meeting. Which of these attributes are correct? A) All three attributes are correct. B) Only attributes 1 and 2 are correct. C) Only attributes 1 and 3 are correct. D) Only attributes 2 and 3 are correct.
C
33) Your project's due date is coming fast! However, you notice that you forgot to mow the lawn (you hate mowing) and yesterday you forgot to attend a staff meeting. Also, you find that you daydream often. Which defense mechanism are you most likely employing to resist stress? A) Aggression B) Regression C) Repression D) Withdrawal
D
34) Your flight has just been canceled. Tom is arguing with airline officials, Mary is crying, and you have decided to grab a bite to eat. Which defense mechanism is each person using? A) Tomfixation; Marywithdrawal; yourepression B) Tomfixation; Maryrepression; youwithdrawal C) Tomaggression; Maryaggression; youfixation D) Tomaggression; Maryregression; youwithdrawal
D
35) In the workplace, people are most likely to interact with which co-workers? A) Creative co-workers B) Co-workers with diverse social values C) Co-workers with different self-awareness traits D) Co-workers similar to them
D
35) What factor dominates all other factors in determining promotability? A) Technical knowledge B) Effective writing skills C) Being able to say "no" D) Face-to-face communication skills
D
35) You have been worrying about your presentation to the class for weeks. However, today, it doesn't seem like it will be that bad. What is there to be worried about, they're just my friends, you say to yourself. Which defense mechanism are you most likely employing? A) Alarm B) Withdrawal C) Fixation D) Repression
D
38) Eliminating or minimizing stress by changing jobs would relate most to which type of strategy for coping with stress? A) Inactive strategy B) Proactive strategy C) Reactive strategy D) Enactive strategy
D
39) Which variable(s) has research results confirmed to be the most powerful in predicting profitability for an organization? A) Market share B) Capital intensity C) Sales growth rate D) Supportive communication E) The combination of market share, capital intensity, firm size, and sales growth rate
D
40) According to the definition of emotional intelligence adopted by the textbook authors, how many abilities are involved with emotional intelligence? A) 1 B) 2 C) 3 D) 4 E) 5
D
41) At her graduation party, Morgan's grandmother told her she was worried about Morgan having enough to live on in her retirement and suggested Morgan invest in plastics now. "Retirement? Granny, I am only 22," said Morgan. Morgan's grandmother demonstrated which stressor? A) Time B) Encounter C) Situational D) Anticipatory
D
41) How many attributes of supportive communication are described in the text? A) 1 B) 3 C) 6 D) 8 E) None of the above
D
42) What is the statement "You interrupted me three times during the meeting!" an example of? A) Conjunctive, not disjunctive communication B) Owned, not disowned communication C) Problem oriented, not person oriented communication D) Specific, not global communication
D
43) Javier was getting a drink from the water cooler when Hartman approached excitedly and exclaimed, "Guess what, Javier? I got the deal ... I got the big contract ... we finally closed the sale with that giant computer company. I am so excited." Javier responded in a soft voice, "That's nice." Which emotional intelligence ability does Javier most likely need to develop? A) Ability to diagnose and recognize your own emotions B) Ability to control your emotions C) Ability to recognize and diagnose emotions displayed by others D) Ability to respond appropriately to others' emotional cues
D
48) You know that your performance has recently declined. You tie this decline to the new software. Even though you fully understand how to use the new software, you think the software is garbage. In fact, you campaigned against the software but lost the political battle. Your boss has called you into her office. What would be the most correct response for the boss to use? A) "You need to either shape up or ship out. The software stays!" B) "Don't worry ... everything will work out. Just give it time." C) "I can help you do this better." D) "You do recognize there is a problem, don't you?"
D
50) Approximately 70 percent of a manager's time is spent in meetings. What should a manager do to make efficient and effective use of this time? A) Be flexible in agenda setting; sometimes new things just come up during the meeting and discussing it now would reduce "gearing up" time later B) Don't keep minutes; they waste time and no one likes to take them C) Be flexible with the ending time of the meeting so that the tasks can be accomplished D) Insist on subordinates' suggestions to problems so that the manager may choose among alternatives, then generate his/her own
D
51) You read an email from a local politician asking for donations. What would be best for you to make efficient use of your time? A) File it now so that later you can decide B) Decide to give money and write a check C) Decide not to give money and toss it away D) Have someone else scan your email before you see it
D
54) As manager, you have decided to enforce a new policy restricting dating in the office. You are comfortable with the policy and have decided that the policy will affect you also. Which ethical test did you most likely employ? A) Personal gain test B) Equal treatment test C) Cost-benefit test D) Golden rule test
D
62) Bob has decided to stop smoking. Also, he has decided to tell no one because he is tired of the jokes and the lack of support from his friends. Based on what you have learned about anticipatory stressors, what is an appropriate evaluation of this idea? A) It is a good idea because there is a desired goal. B) It is a good idea because Bob has identified the activities and behaviors necessary to accomplish the goal. C) It is a bad idea because the desired goal is beyond his control. D) It is a bad idea because he hasn't established reporting mechanisms or accountability.
D
62) What does person-oriented communication focus on? A) The problem and its solution B) Validating the other individual C) Achieving congruent communication D) The traits of individuals
D
65) The difference between saying "You are stubborn" and "This is the second time we are unable to reach agreement" is the difference between what two types of communication? A) Congruent and incongruent communication B) Owned and disowned communication C) Superior and egalitarian communication D) Person- and problem-oriented communication
D
65) You having been studying for finals all day. A friend suggests that the two of you take a break. Is this a good idea? A) No, your friend is crazy. You need all the time you can get to study. B) No, stay focused and you'll do better. C) Depends on your small wins strategy D) Yes, time off should help you think better.
D
69) Hardy individuals have a high level of commitment. What does this mean? A) They are committed only to their own activities. B) They are committed to a larger community and its activities. C) They are committed to change as a means to an end. D) They are committed to both their activities and the larger community and its activities.
D
70) Three elements characterize an individual who can resist stress well. They are (1) viewing change as a threat to security and comfort, (2) having an external locus of control, and (3) a person believing he/she is only responsible for himself/herself. Which are correct? A) All three elements are correct. B) Elements 1 and 2 are correct. C) Elements 1 and 3 are correct. D) None of the elements is correct.
D
71) If, in a counseling situation, you are willing to accept that other alternatives besides yours exist, what type of communication are you practicing? A) Indifferent communication B) Superior communication C) Person-oriented communication D) Flexible communication
D
72) Your boss always asks you questions and gives you "air time" to offer your ideas. She is practicing what type of communication? A) Problem-oriented B) Congruent C) Descriptive D) Validating E) Specific
D
73) Research suggests that internals (1) ask fewer questions, (2) are achievement oriented, and (3) remember more information than externals. Which statements are correct? A) All three statements are correct. B) Only statements 1 and 2 are correct. C) Only statements 1 and 3 are correct. D) Only statements 2 and 3 are correct.
D
73) You want to utilize supportive communication. You plan to employ validation in your communication with your subordinate. In particular, you want to practice areas of mutual agreement. What will you do? A) List the subordinate's disadvantages before his/her advantages to finish on a strong positive note. B) List the subordinate's past mistakes to establish a foundation so that new positive steps can be utilized. C) List areas of disagreements first followed by areas of agreement. D) List compliments before criticisms.
D
74) From the information you have, it would appear Charlie exhibits which dimension of Type A behavior? A) Competitiveness B) Life imbalance C) Hostility/anger D) Impatience/urgency
D
74) In her student evaluations, Morgan notes the following comments: (1) "The course is boring," (2) "The room is always cold," (3) You are a great teacher," and (4) "You are easy to understand; you provide real-life examples to clarify your point." A) All the comments are global communication. B) All the comments are specific communication and are useful. C) Comments 3 and 4 are specific communication and are useful. D) Only comment 4 is specific communication that is useful.
D
74) Research suggests people with an internal locus of control (1) are more satisfied with work, (2) outperform externals in stressful situations, and (3) are less accurate in processing feedback about successes and failures than externals. Which statements are correct? A) Statements 1 and 2 are correct. B) Statement 2 is incorrect. C) Statement 2 and 3 are correct. D) All of the statements are correct.
D
75) Your co-worker remarks to you, "You are always late to meetings, how come?" Your co-worker is practicing what type of communication? A) Specific B) Invalidation C) Descriptive D) Global E) Incongruent
D
77) Examples of conjunctive communication include (1) "Relating to what you just said, I'd like to discuss this." (2) "... so, that's how I see it. So what is your opinion?" (3) "Let's talk about horned frogs ... No, I don't want to talk about birds ... I want to talk about horned frogs in particular and lizards in general." A) Only statement 1 is an example. B) Only statement 2 is an example. C) Only statement 3 is an example. D) Statements 1 and 2 are both examples. E) Statements 2 and 3 are both examples.
D
81) If I own my communication, what does that mean? A) I can sell it to the highest bidder. B) I can imply to receivers of my message that I am superior to them. C) I can imply to receivers of my message that I want to keep my distance between them and me. D) I can imply to receivers of my message that I am willing to invest in this relationship.
D
81) What does reframing as a reactive strategy for managing stress involve? A) Rehearsing what one is going to say or do before it actually happens B) Taking several successive and slow deep breaths C) Changing the focus of one's thoughts to something pleasant D) Trying to redefine a situation as manageable
D
82) What is self-efficacy? A) The extent to which people see themselves as capable and successful B) The tendency to have a negative outlook C) The belief that one can control his or her experiences D) The generalized sense of one's ability to perform capably across a variety of circumstances
D
83) Which is true concerning people who have higher core self-evaluation scores? A) They tend to be selfish. B) They tend to possess an overabundance of positive self-regard. C) They tend to avoid diagnosing others' emotions. D) They tend to choose complex and more challenging work.
D
58) You have called an employee into your office to discuss his poor performance. How might you start the conversation? A) "Nice day, don't you think?" B) "Have you given any thought to doing some quality work here?" C) "We have a problem here, don't we?" D) "Your performance is below average. What do you plan to do about it?" E) "Your output is the lowest in the department. I'm concerned."
E
79) Which is not included in social support systems? A) Personal friendships B) Family relationships C) Mentor relationships D) Work teams E) Autocratic supervisors
E
A manager of a shipping department was concerned about an order that a customer reported as several weeks late. To define the problem, the manager asked an employee in the shipping department why the order had not arrived. The employee said, "Someone probably made a mistake on the address. That would be my guess." Thus, the manager asked the employee to reship the order. What characteristic of good problem definition is most violated by this manager? A) The problem factual information should be differentiated from opinion or speculation. B) The problem should be stated explicitly. C) The problem definition should be different than a disguised solution. D) The problem definition should be written down.
a
If I am the person who generates the innovative solution, which role would I most likely play on a creative problem-solving team? A) Idea champion B) Sponsor C) Orchestrator D) Rule breaker
a
If you are replacing the copier in the office, which problem-solving style would be most appropriate? A) Analytical problem solving B) Creative problem solving C) Neither analytical nor creative problem solving
a
If you were a manager wanting to assign people to a problem-solving team, who would you assign to maximize generation of innovative ideas? Bob salesman with 10 years' experience in the company Jane secretary with 25 years' experience in the company Jose salesman with 8 years' experience in the company, also a minority John manager of sales teams with 14 years' experience in the company Alex product developer with 1 year of experience in the company A) Jane, Jose, John, Alex B) Bob, Jane, John, Alex C) Bob, Jose, John, Alex D) Bob, Jane, Jose, John E) Bob, Jane, Jose, Alex
a
If your boss said, "Managing people is like playing a game of chess," this would be an example of what? A) The creative stage of preparation B) The creative stage of incubation C) The creative stage of illumination D) The creative stage of verification
a
In evaluating alternatives, individuals should make sure that alternatives are judged in terms of (1) their probable effects, (2) whether individuals involved will accept the alternative, and (3) the consistency with policies of the organization. Which points are correct? A) All three points are correct. B) Points 1 and 2 are correct. C) Points 1 and 3 are correct. D) Points 2 and 3 are correct.
a
In fulfilling President Kennedy's challenge to send a man to the moon and bring him back safely by the end of the decade, which problem-solving model was probably utilized? A) Creative problem solving B) Analytical problem solving C) Neither of the above answer choices is correct.
a
In studying for a test, Harry always highlights passages in his textbooks and reviews the highlighted sections. Recently, in his Management class, Harry did not receive a good grade on his first exam. Sally suggested that Harry try studying a different way by writing down the highlighted passages on paper. Harry refused, saying, "It has always worked before, why change?" Which conceptual block is Harry experiencing? A) Constancy B) Artificial constraint C) Compression D) Complacency
a
Ms. Frizzle on the "Magic School Bus" encourages her students to try, to experiment just to see what will happen. She encourages them to be risk takers. She is trying to overcome which conceptual block? A) Noninquisitiveness B) Bias against thinking C) Compression D) Ignoring commonalities
a
What is accomplished by implementing a solution incrementally? A) Decreases resistance by others to the solution B) Increases the overall or total costs C) Creates support with only a few people at a time D) Helps give people a break during implementation
a
What is the natural tendency of people in resolving problems? A) Select the first reasonable solution that comes to mind B) Select the first reasonable problem that comes to mind C) Select the best solution after evaluating all the alternatives D) None of the answer choices are correct.
a
What stage of creative problem solving can training most improve? A) Preparation stage B) Incubation stage C) Illumination stage D) Verification stage E) All of the stages
a
When relevant information is available, when a clear standard exists to assess the correctness of a solution, and the problem is traightforward, which decision model should be used? A) Analytical problem solving B) Creative problem solving C) Neither the analytical nor creative problem-solving model D) Both the analytical and creative problem-solving models
a
Which is true about creative problem solving? A) It is a skill that can be taught. B) It is quick and easy to learn to become a creative problem solver. C) It is always better than analytical problem solving. D) It is something that only certain people can learn.
a
Which type of creativity focuses on new, revolutionary solutions to problems? A) Imagination B) Improvement C) Investment D) Incubation
a
Your boss states, "Morale here is like the loser's locker room after a big game." He has used which technique to improve creative problem solving? A) Make the strange familiar B) Reverse the definition C) Elaborate on the definition D) Direct analogy
a
Amber had been struggling to come up with a creative idea for her marketing proposal for weeks. Frustrated, she decided to leave her office and go for a hike in the mountains to clear her mind. She enjoyed taking in her natural surroundings and thought little about her work. When she arrived back at the office, she suddenly had a promising new idea occur to her. In what phase of creative decision making was Amber during her hike in the mountains? A) Preparation B) Incubation C) Illumination D) Verification
b
During a brainstorming session, George remarks, "I think we are getting a little off track. Let's stay focused!" He has violated which rule? A) Evaluate the alternatives as they are being generated. B) All different types of ideas should be encouraged. C) Quality takes precedence over quantity. D) He did not violate a rule.
b
How both Velcro and Post-it Notes came to be produced is an excellent example of which problem-solving model? A) Analytical problem solving B) Creative problem solving
b
If you assume that individuals who are experienced in launching a new product know the best marketing approach, which conceptual block are you practicing? A) Vertical thinking B) Stereotyping C) Compression D) Ignoring commonalities
b
If your boss encourages your team to ask questions and obtain and search for data, she is trying to overcome which conceptual block? A) Bias against thinking B) Noninquisitiveness C) Separating figure from ground D) Compression
b
Looking too narrowly at a problem is what type of conceptual block? A) Constancy B) Compression C) Commitment D) Complacency
b
This problem-solving style occurs less frequently but often separates career successes from career failures. What does this problem-solving style focus on? A) Analytical problem solving B) Creative problem solving C) Managerial problem solving D) Strategic thinking
b
What does creativity in Eastern cultures focus on? A) Analytical problem solving B) Uncovering enlightenment related to problems C) Creating solutions to novel problems D) Practical ways to solve problems
b
What stage of creative problem solving occurs when an insight is recognized and a creative solution is articulated? A) Preparation stage B) Illumination stage C) Incubation stage D) Verification stage
b
Which is the most appropriate approach to creativity when incremental changes and tightening up processes are necessary? A) Imagination B) Improvement C) Investment D) Incubation
b
You are a manager who would like to enhance the creative problem-solving abilities of your employees. What should you do? A) Increase their formal education B) Improve their thinking skills C) Improve their interpersonal skills D) Improve their exposure to information
b
You discover a bug in your DOS program. In debugging the program, which problem style would be most appropriate? A) Creative problem solving B) Analytical problem solving
b
Your boss remarks, "The best way to foster innovation is to hold people accountable." What should you most likely remark? A) "I disagree; holding people accountable will reduce the risk factor and therefore innovation will not come about." B) "I agree."
b
Your boss states, "Conceptual blocks are easy to overcome. Also, everyone develops some conceptual blocks over time and we need some to cope with everyday life." Should you agree or disagree? A) Agree B) Disagree
b
Your group has agreed to do a skit as part of its presentation to the class. Bob believes a "Baywatch" skit with everyone wearing swimsuits would liven up the presentation. Someone in the group remarked, "What a stupid idea!" What step in the analytical problem-solving method is violated by this response? A) Define the problem B) Generate alternative solutions C) Evaluate and select an alternative D) Implement and follow up
b
Your team has experienced an increase in absenteeism in the past six weeks. In the meeting to define the problem, George recommends that personal leave days be abolished. The group ignores that suggestion but instead decides to fire all employees who are absent starting Monday. What went wrong in the decision-making process? A) The first acceptable solution was accepted. B) The problem was stated as part of the solution. C) The problem was stated too explicitly. D) The information about the problem was based on speculation.
b
According to research, which would creative problem solvers use? A) The left hemisphere of the brain B) The right hemisphere of the brain C) Both the left and right hemispheres of the brain D) Thinking and behavior
c
How does subdivision improve problem solving? A) Decreases the number of alternatives generated by a group B) Increases the level of participation of brainstorming participants C) Increases the speed with which alternatives can be generated and selected D) Increases the speed of decision making
c
If you defer judgment, expand current alternatives, and combine unrelated attributes during creative problem solving, what are you doing? A) Improving the problem definition B) Elaborating on the problem definition C) Generating more alternatives
c
If you have trouble determining the difference between important and unimportant data, you are experiencing which conceptual block? A) Artificial constraints B) Ignoring commonalities C) Separating figure from ground D) Noninquisitiveness
c
In describing a new problem you are having with your computer, your boss interrupts and states, "I had the same problem last week. It's something to do with the network." Which conceptual block could be inhibiting your boss's creative problem-solving approach? A) Vertical thinking B) Artificial constraints C) Stereotyping D) Ignoring commonalities
c
In trying to eliminate the long lines in student registration, Susan diagrammed a student's action indicating who she talked to, when, and how long. What would this be an example of? A) Personal analogy B) Direct analogy C) Symbolic analogy D) Fantasy analogy
c
What is an example of a thinking language that is capable of breaking down the constancy block? A) Foreign language B) Observation and evaluation C) Visual imagery D) Alternative generation
c
What is your boss trying to do in terms of creative problem solving if he asks the following questions: Is there anything else? Is the reverse true? and What past experience is this like? A) Reverse the definition B) Generate more alternatives C) Elaborate on the definition D) Use a fantasy analogy
c
When an individual becomes consistent in how he/she approaches problems, he/she is practicing which conceptual block? A) Commitment B) Compression C) Constancy D) Complacency
c
Which is best when generating alternatives? A) Evaluate the alternatives as they are proposed; this saves time. B) Focus on the short term; bad decisions in the short term means there is no long term to worry about. C) Evaluate the alternatives after all alternatives have been proposed. D) Separate alternatives from one another.
c
Which type of creativity emphasizes developmental and deliberate responses to problems? A) Imagination B) Investment C) Incubation
c
Which type of creativity focuses on fast, competitive responses to problems? A) Imagination B) Improvement C) Investment D) Incubation
c
You have a problem that is both complex and very ambiguous. In looking for a creative solution, what would be best for you to do? A) Think simply about generating alternatives. B) Clearly define the problem. C) Consider multiple approaches to creativity. D) Assign one person to work alone and solve the problem.
c
You have a problem that is both complex and very ambiguous. In looking for a creative solution, who should you talk to? A) A person who has a Ph.D. in a topic that is related to the problem B) A person who has many years of experience in dealing with similar problems C) A person who has neither the knowledge nor the experience of this particular problem and who employs logic that seems unorganized D) Both the person with the Ph.D. and the person with many years of experience
c
Your boss remarks to you that "decision making is concerned with the discovery and selection of satisfactory alternatives." What would be the best response to your boss? A) "No, I believe decision making is concerned with proper problem definition." B) "No, I believe decision making is concerned with the generation of alternatives." C) "No, I believe decision making is concerned with the discovery and selection of optimal alternatives." D) "Yes, I agree."
c
If someone believes that the possible alternatives to a problem must conform with her perception of the boss's expectations, which conceptual block is she a victim of? A) Perceptual stereotyping B) Not separating figure from ground C) Ignoring commonalities D) Artificial constraints
d
The problem is that sales are low. The sales manager accepted responsibility and said it was his fault that sales were low. Thus, he proposed offering rebates next month to stimulate sales. Rebates have never been offered in the company before, and the impact rebates may have on sales in the future is unknown. Other alternatives have been offered. Should this rebate idea be implemented as-is? A) Yes B) No, it hasn't been determined whose problem this is. C) No, the idea has only come from one person. D) No, long-term consequences have not been considered
d
What is the person called who brings together cross-functional groups and necessary political support to implement a creative idea? A) Sponsor B) Idea champion C) Rule breaker D) Orchestrator E) Maverick
d
When it comes to generating innovative ideas in teams, where have many of the most creative ideas come from? A) Employees B) Managers C) Professors D) Customers
d
Which attributes should be included in effective implementation of a solution and follow up on the implementation? A) Setting up an optimal standard for evaluation of alternatives B) Creating alternatives that are consistent with organizational goals C) Evaluating alternatives systematically D) Providing a process that includes opportunities for feedback
d
Which is the most appropriate approach to creativity when collective effort and involvement of others is important? A) Imagination B) Improvement C) Investment D) Incubation
d
Which should you do when evaluating alternatives? A) Evaluate alternatives relative to a satisfactory standard B) Evaluate alternatives in an unstructured and creative manner C) Evaluate alternatives based on what will work D) Evaluate alternatives in terms of individual preferences and organizational goals
d
Your group has a presentation to the class in two weeks. Moe believes that the presentation should be similar to a presentation he gave in his Marketing class last semester. Curly wants it to be similar to his Finance presentation that his group gave earlier this month. Larry believes that the presentation should be like the first group, after all they received an A. You think, what a bunch of stooges. Which guideline did your group violate in regard to the analytical problemsolving model? A) Problems should not be defined in terms of solutions. B) Limited information should be given about each alternative. C) The first acceptable alternative should not be accepted right away. D) Alternatives should not be based on what was successful in the past.
d
The following statements relate to the rules governing brainstorming: (1) No evaluations of alternatives are generated, (2) Wildest possible ideas are encouraged, (3) Quality takes precedence over quantity, and (4) Do not build on the ideas of others. Which statements are correct? A) All the statements are correct. B) Only statements 1 and 3 are correct. C) Only statements 2 and 3 are correct. D) Only statement 3 is correct. E) Only statements 1 and 2 are correct
e
What should you do if you want to be more creative in your problem solving? A) Reserve your best time for thinking B) Talk to others about your ideas C) Read a lot, especially outside your field of expertise D) A and C, but not B E) Engage in all the activities described above
e
