Question 1

Unproductive job stress comes from which of the following issues?

Accepted Answer

A)  working conditions 
B)  worker characteristics 
C)  both A and B 
D)  neither A nor B 
A)  working conditions 
B)  worker characteristics 
C)  both A and B 
D)  neither A nor B C

Question 2

A good strategy for remembering your goals is to:

Accepted Answer

A)  put them in your pda so you will see them daily at a certain time. 
B)  commit them to memory. 
C)  write them on the wall facing your desk. 
D)  re-read them frequently. 
A)  put them in your pda so you will see them daily at a certain time. 
B)  commit them to memory. 
C)  write them on the wall facing your desk. 
D)  re-read them frequently. D

Question 3

To target the most important tasks, you need to

Accepted Answer

A)  choose which will generate the most prestige. 
B)  choose which requires the greatest time commitment. 
C)  clarify your own core values. 
D)  ask management to prioritize the tasks. 
A)  choose which will generate the most prestige. 
B)  choose which requires the greatest time commitment. 
C)  clarify your own core values. 
D)  ask management to prioritize the tasks. C

Question 4

Simple environmental issues, such as awkward equipment placement, should not be a major contributing factor to workplace stress.

Accepted Answer

A) True 
 B)False

Question 5

When you place a star by a task in your planner, it should signify that this task will earn you bonus points in some way.

Accepted Answer

A) True 
 B)False

Question 6

Management can contribute to stress by:

Accepted Answer

A)  failing to provide family-friendly work policies. 
B)  failing to allow workers to participate in decision making. 
C)  both a and b 
D)  neither a nor b 
A)  failing to provide family-friendly work policies. 
B)  failing to allow workers to participate in decision making. 
C)  both a and b 
D)  neither a nor b

Question 7

Employees can give negative, useful feedback to their company if they do so in a non-whining manner.

Accepted Answer

A) True 
 B)False

Question 8

Why do people procrastinate?

Accepted Answer

A)  other priorities 
B)  laziness 
C)  fear of either success or failure 
D)  all of the above 
A)  other priorities 
B)  laziness 
C)  fear of either success or failure 
D)  all of the above

Question 9

Explain how goals arise from values.

Accepted Answer

Goals arise from values because values a

Question 10

Unproductive job stress results from some combination of worker characteristics and working conditions.

Accepted Answer

A) True 
 B)False

Question 11

Unclear work roles contribute to workplace stress through:

Accepted Answer

A)  employees arguing about "who's the boss." 
B)  employees with too little to do. 
C)  bosses' not knowing who to expect the work from. 
D)  none of the above 
A)  employees arguing about "who's the boss." 
B)  employees with too little to do. 
C)  bosses' not knowing who to expect the work from. 
D)  none of the above

Question 12

Which of the following does NOT contribute to workplace stress?

Accepted Answer

A)  high sense of control 
B)  meaningless, routine tasks 
C)  heavy workload 
D)  infrequent breaks 
A)  high sense of control 
B)  meaningless, routine tasks 
C)  heavy workload 
D)  infrequent breaks

Question 13

If companies downsize, which employees are the most secure?

Accepted Answer

A)  the most tenured 
B)  the management 
C)  the most productive 
D)  all of the above 
A)  the most tenured 
B)  the management 
C)  the most productive 
D)  all of the above

Question 14

Discuss how an employee NOT in management can use delegation to avoid workplace stress.

Accepted Answer

Delegation can be a useful tool for empl

Question 15

To prepare for the coming day:

Accepted Answer

A)  re-read your value statements to focus your activities. 
B)  set your objectives. 
C)  spend ten minutes planning. 
D)  all of the above 
A)  re-read your value statements to focus your activities. 
B)  set your objectives. 
C)  spend ten minutes planning. 
D)  all of the above

Question 16

The best approach to stress is to:

Accepted Answer

A)  just deal with it. 
B)  eliminate it. 
C)  manage or limit it. 
D)  don't increase it. 
A)  just deal with it. 
B)  eliminate it. 
C)  manage or limit it. 
D)  don't increase it.

Question 17

Explain the concept of "emotional labor"and how it can contribute to workplace stress.

Accepted Answer

Emotional labor refers to the process of

Question 18

Interpersonal relationship stress arises from which factors?

Accepted Answer

A)  lack of respect among coworkers 
B)  workplace harassment 
C)  employees who distrust each other 
D)  all of the above 
A)  lack of respect among coworkers 
B)  workplace harassment 
C)  employees who distrust each other 
D)  all of the above

Question 19

When promotions occur, which employees are most likely to advance?

Accepted Answer

A)  the most productive 
B)  the boss's favorite 
C)  the highest seniority 
D)  the highest paid 
A)  the most productive 
B)  the boss's favorite 
C)  the highest seniority 
D)  the highest paid

Unproductive job stress comes from which of the following issues?

A good strategy for remembering your goals is to:

To target the most important tasks, you need to

Simple environmental issues, such as awkward equipment placement, should not be a major contributing factor to workplace stress.

When you place a star by a task in your planner, it should signify that this task will earn you bonus points in some way.

Management can contribute to stress by:

Employees can give negative, useful feedback to their company if they do so in a non-whining manner.

Why do people procrastinate?

Explain how goals arise from values.

Unproductive job stress results from some combination of worker characteristics and working conditions.

Unclear work roles contribute to workplace stress through:

Which of the following does NOT contribute to workplace stress?

If companies downsize, which employees are the most secure?

Discuss how an employee NOT in management can use delegation to avoid workplace stress.

To prepare for the coming day:

The best approach to stress is to:

Explain the concept of "emotional labor"and how it can contribute to workplace stress.

Interpersonal relationship stress arises from which factors?

When promotions occur, which employees are most likely to advance?

Know Why Service Matters

Use Behaviors That Engage Your Customers

Listen to Your Customer a Big Little Thing

Use the Telephone Well for Good Service

Use Friendly Web Sites and Electronic Communication

Recognize and Deal With Customer Turnoffs

Insight Into Emerging Trends in Customer Service

Get Customer Feedback

Recover the Potentially Lost Customer

Exceed Expectations With Value

Exceed Customer Expectations With Information

Exceed Customer Expectations With Convenience and Timing

Get Employees to Give Great Service

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Exam 13: Dealing With Emotional Labor

Unproductive job stress comes from which of the following issues?

A good strategy for remembering your goals is to:

To target the most important tasks, you need to

Simple environmental issues, such as awkward equipment placement, should not be a major contributing factor to workplace stress.

When you place a star by a task in your planner, it should signify that this task will earn you bonus points in some way.

Management can contribute to stress by:

Employees can give negative, useful feedback to their company if they do so in a non-whining manner.

Why do people procrastinate?

Explain how goals arise from values.

Unproductive job stress results from some combination of worker characteristics and working conditions.

Unclear work roles contribute to workplace stress through:

Which of the following does NOT contribute to workplace stress?

If companies downsize, which employees are the most secure?

Discuss how an employee NOT in management can use delegation to avoid workplace stress.

To prepare for the coming day:

The best approach to stress is to:

Explain the concept of "emotional labor"and how it can contribute to workplace stress.

Interpersonal relationship stress arises from which factors?

When promotions occur, which employees are most likely to advance?

Know Why Service Matters

Use Behaviors That Engage Your Customers

Listen to Your Customer a Big Little Thing

Use the Telephone Well for Good Service

Use Friendly Web Sites and Electronic Communication

Recognize and Deal With Customer Turnoffs

Insight Into Emerging Trends in Customer Service

Get Customer Feedback

Recover the Potentially Lost Customer

Exceed Expectations With Value

Exceed Customer Expectations With Information

Exceed Customer Expectations With Convenience and Timing

Get Employees to Give Great Service

Filters