Exam 9: Specialized Tactics for Getting Along With Others in the Workplace

An employee who wants to be a good team player should ________.

Tanya is a sales representative for a software developer for organizations. Tanya engages in proactive customer service performance when dealing with a customer when she ________.

A good way to impress most managers is to stick to tasks that are part of your job description, showing that you follow directions carefully.

Group norms are usually communicated to employees through orientation programs and company manuals.

Alex develops a good relationship with coworker Lori, but then backstabs her by ________.

Ed is valued by his employer because of the way he handles complaints. It is likely that Ed ________.

Customer service workers are advised to engage in shallow rather than deep acting to deal better with customers.

Truck sales representative Lloyd engages in emotional effort when he expresses the emotional response his customer expects such as saying, "You will feel like a powerful person driving this high-end pickup."

Tony, a financial analyst, must deliver the bad news to his boss that the company will most likely lose a lot of money this quarter. To help maintain a good relationship with his boss, Tony should ________

A basic part of being civil is ________.

Ellie is referred to as a micromanager because she is a manager who ________.

Sebastian could be engaging in the BYB phenomenon at the office when he explains to coworkers how he ________.

When Judy doesn't like something her boss does, she quickly sends a tweet to higher management complaining about her boss. We must give Judy credit for having developed an effective way of enhancing her relationship with her boss.

Sales representative Carlos is fluent in English and Spanish. So when a customer with a Spanish accent talks to him in English, according to a recommendation in the human relations text he should respond to her only in Spanish.

When you have to deliver bad news to your manager it is best to blame yourself to the maximum feasible for the problem.

If Margot would like to have more access to the boss, power, and information she should ________.

Which of the following will probably not demonstrate a strong work ethic?

A study involving over 1,000 employees suggested that supervisors who are abusive are being abused by higher management.

Ava demonstrates good organizational citizenship behavior when she ________.

Being uncivil toward coworkers helps build relationships with them because uncivil behavior, including rudeness, has become the norm in the workplace.