video

Which statement from the segment demonstrates the influence tactic known as ingratiation?

B. "You all are famous for friendly service."

How does the interview process at Barcelona test the competence of a potential manager?

B. By asking him or her to run the floor, and interact with staff and guests.

The leader of this managers meeting is Scott Lawton, the Chief Operating Officer of Barcelona Restaurant Group. Which form of power does Lawton possess by virtue of his training and background in the restaurant industry?

B. Expert power.

According to Barcelona's Chief Operating Officer Scott Lawton, Barcelona Restaurant Group is always hiring, and always firing people. A manager's to hire and fire is a part of his or her:

B. Legitimate Power.

Which of the following requests from a manager would not fall within an employee's zone of indifference?

B. Please take my car in for an oil change.

Scott Lawton says that you cannot train people to be nice or fun - you have to hire for it. In other words, though managers have power over employees with regard to their attitude, they have no:

C. Influence.

During a job interview, Scott Lawton spends most of the time talking about Barcelona Restaurant Group so that applicants can get a better sense of what the company is like. In this role, Lawton is exercising his:

C. Information power.

If Scott Lawton were to tell a potential hire "You have three days to do a shop at two of our restaurants, or you're not getting the job," which influence tactic would he be using?

C. Pressure.

To help managers see the strategic benefit of hiring the right people, Scott Lawton advises, "That's how you get better: you hire your way out of Lawton using to influence managers' behavior? your problems. We can train people all day, but we can't train happy people with good attitudes—we can't train that into people." Which approach is Lawton using to influence managers' behavior?

C. Rational Persuasion.