Question 1

__________ service at its best means that customers received ongoing attention from a Specific person.

Accepted Answer

A)  Increased 
B)  Sensationalized 
C)  Perceptual 
D)  Personalized 
A)  Increased 
B)  Sensationalized 
C)  Perceptual 
D)  Personalized D

Question 2

A __________ acts as a role model who demonstrates how a new employee can develop And become successful.

Accepted Answer

A)  superior 
B)  coworker 
C)  supervisor 
D)  mentor 
A)  superior 
B)  coworker 
C)  supervisor 
D)  mentor D

Question 3

Proximity is usually a key factor in whether or not a friendly relationship develops between coworkers.

Accepted Answer

A) True 
 B)False  True

Question 4

Which of the following forms the basis of ethical communication in work Relationships?

Accepted Answer

A)  recognizing that work relationships do not exist for the primary purpose of achieving organizational goals 
B)  understanding that a commitment to communication ethics in relationships does not include refraining from "killer comments," gossip, or careless communication 
C)  being straightforward and honest with coworkers, customers, and supervisors at all times 
D)  avoiding delays, hiding information, and manipulating a relationship for personal gain 
A)  recognizing that work relationships do not exist for the primary purpose of achieving organizational goals 
B)  understanding that a commitment to communication ethics in relationships does not include refraining from "killer comments," gossip, or careless communication 
C)  being straightforward and honest with coworkers, customers, and supervisors at all times 
D)  avoiding delays, hiding information, and manipulating a relationship for personal gain

Question 5

Romantic relationships in the workplace can create widespread __________ for the Company if handled improperly.

Accepted Answer

A)  rumors 
B)  controversy 
C)  allegations 
D)  doubts 
A)  rumors 
B)  controversy 
C)  allegations 
D)  doubts

Question 6

Which of the following guidelines is applicable to the management of diversity?

Accepted Answer

A)  Get the most from employees based on their individual strengths. 
B)  Use stereotypes to classify people according to who will and will not work together. 
C)  Use stereotypes to advantage. 
D)  Remember that everyone belongs to some group. 
A)  Get the most from employees based on their individual strengths. 
B)  Use stereotypes to classify people according to who will and will not work together. 
C)  Use stereotypes to advantage. 
D)  Remember that everyone belongs to some group.

Question 7

Statistics show that hostile customers,through word of mouth,can __________ a Company's business by 2%.

Accepted Answer

A)  increase 
B)  reduce 
C)  extend 
D)  encourage 
A)  increase 
B)  reduce 
C)  extend 
D)  encourage

Question 8

Which of the following distributions of power has become more common as the Demands on business for innovation and competitiveness have increased?

Accepted Answer

A)  Managers hold all the power, and employees hold none. 
B)  Neither managers nor employees have much power. 
C)  Managers and employees share power. 
D)  Employees hold most of the power, and managers hold little. 
A)  Managers hold all the power, and employees hold none. 
B)  Neither managers nor employees have much power. 
C)  Managers and employees share power. 
D)  Employees hold most of the power, and managers hold little.

Question 9

One of the benefits for the protégé in a mentoring relationship is that he/she will obtain a greater knowledge of the politics of the organization.

Accepted Answer

A) True 
 B)False

Question 10

People who provide customer service often deal with upset,difficult people.When Dealing with difficult customers day in and day out,employees should do which of the following?

Accepted Answer

A)  Explain to the customers that their problem was caused by some unknown person and that nothing can be done to rectify their particular situations. 
B)  Listen carefully to the customers' complaints and then tell them that they will need to explain everything again for your supervisor because you are not qualified to assist them. 
C)  Listen to the customers' complaints, ensure the customers that you are assisting them the best you can, and maintain a professional demeanor. 
D)  Remember the adage that the customers are always right and provide them with what they want until they appear satisfied. 
A)  Explain to the customers that their problem was caused by some unknown person and that nothing can be done to rectify their particular situations. 
B)  Listen carefully to the customers' complaints and then tell them that they will need to explain everything again for your supervisor because you are not qualified to assist them. 
C)  Listen to the customers' complaints, ensure the customers that you are assisting them the best you can, and maintain a professional demeanor. 
D)  Remember the adage that the customers are always right and provide them with what they want until they appear satisfied.

Question 11

When a female demonstrates characteristics that are stereotypically male,such as risk taking and power seeking,she is demonstrating gender role congruency.

Accepted Answer

A) True 
 B)False

Question 12

In power sharing,which of the following distributions of power gives employees Satisfaction,enjoyment,and commitment without their losing direction?

Accepted Answer

A)  Managers hold all the power, and employees hold none. 
B)  Neither managers nor employees have much power. 
C)  Managers and employees share power. 
D)  Employees hold most of the power, and managers hold little. 
A)  Managers hold all the power, and employees hold none. 
B)  Neither managers nor employees have much power. 
C)  Managers and employees share power. 
D)  Employees hold most of the power, and managers hold little.

Question 13

Which of the following is characteristic of a manager who experiences healthy Relationships with employees?

Accepted Answer

A)  sensitivity 
B)  satisfaction 
C)  respectful attitude 
D)  efficiency 
A)  sensitivity 
B)  satisfaction 
C)  respectful attitude 
D)  efficiency

Question 14

Managers are __________ with employees who display such characteristics as good job Performance,the ability to handle pressure,honesty,and supportiveness.

Accepted Answer

A)  mostly pleased 
B)  often pleased 
C)  seldom pleased 
D)  never pleased 
A)  mostly pleased 
B)  often pleased 
C)  seldom pleased 
D)  never pleased

Question 15

Organizational __________ is (are)changeable because members' behaviors and their Attitudes toward the organization can change.

Accepted Answer

A)  relationships 
B)  credibility 
C)  cooperativeness 
D)  climate 
A)  relationships 
B)  credibility 
C)  cooperativeness 
D)  climate

Question 16

Maintaining a professional demeanor,being patient,and not losing one's temper can All help in __________ the complications engendered by working with difficult employees.

Accepted Answer

A)  increasing 
B)  decreasing 
C)  controlling 
D)  resolving 
A)  increasing 
B)  decreasing 
C)  controlling 
D)  resolving

Question 17

Mentors may actually __________ their own value to the organization by working with new employees.

Accepted Answer

A)  increase 
B)  decrease 
C)  maintain 
D)  influence 
A)  increase 
B)  decrease 
C)  maintain 
D)  influence

Question 18

According to the text,which of the following is NOT a signal or indicator of sexual  harassment?

Accepted Answer

A)  embarrassing jokes-jokes are meant to embarrass people. 
B)  taunting another worker-people need to know how to lighten up at work. 
C)  unwelcome remarks directed to someone who is in another room. 
D)  two coworkers mutually agreeing to stay after hours to complete a project. 
A)  embarrassing jokes-jokes are meant to embarrass people. 
B)  taunting another worker-people need to know how to lighten up at work. 
C)  unwelcome remarks directed to someone who is in another room. 
D)  two coworkers mutually agreeing to stay after hours to complete a project.

Question 19

In coworker relationships,which of the following concepts describes the use of work Groups,task forces,and team projects to solve problems and address complex issues?

Accepted Answer

A)  shared tasks 
B)  support 
C)  satisfaction of needs 
D)  expertise 
A)  shared tasks 
B)  support 
C)  satisfaction of needs 
D)  expertise

Question 20

__________ must feel that the people to whom they give their business can listen carefully To and understand their needs.

Accepted Answer

A)  Coworkers 
B)  Managers 
C)  Customers 
D)  Mentors 
A)  Coworkers 
B)  Managers 
C)  Customers 
D)  Mentors

__________ service at its best means that customers received ongoing attention from a Specific person.

A __________ acts as a role model who demonstrates how a new employee can develop And become successful.

Proximity is usually a key factor in whether or not a friendly relationship develops between coworkers.

Which of the following forms the basis of ethical communication in work Relationships?

Romantic relationships in the workplace can create widespread __________ for the Company if handled improperly.

Which of the following guidelines is applicable to the management of diversity?

Statistics show that hostile customers,through word of mouth,can __________ a Company's business by 2%.

Which of the following distributions of power has become more common as the Demands on business for innovation and competitiveness have increased?

One of the benefits for the protégé in a mentoring relationship is that he/she will obtain a greater knowledge of the politics of the organization.

People who provide customer service often deal with upset,difficult people.When Dealing with difficult customers day in and day out,employees should do which of the following?

When a female demonstrates characteristics that are stereotypically male,such as risk taking and power seeking,she is demonstrating gender role congruency.

In power sharing,which of the following distributions of power gives employees Satisfaction,enjoyment,and commitment without their losing direction?

Which of the following is characteristic of a manager who experiences healthy Relationships with employees?

Managers are __________ with employees who display such characteristics as good job Performance,the ability to handle pressure,honesty,and supportiveness.

Organizational __________ is (are)changeable because members' behaviors and their Attitudes toward the organization can change.

Maintaining a professional demeanor,being patient,and not losing one's temper can All help in __________ the complications engendered by working with difficult employees.

Mentors may actually __________ their own value to the organization by working with new employees.

According to the text,which of the following is NOT a signal or indicator of sexual harassment?

In coworker relationships,which of the following concepts describes the use of work Groups,task forces,and team projects to solve problems and address complex issues?

__________ must feel that the people to whom they give their business can listen carefully To and understand their needs.

Communication in Organizations

The Model of Strategic Communication

Diversity in Business and the Professions

Listening Skills

Verbal and Nonverbal Skills

Leadership and Management Skills

Interviewing Skills

Fundamentals of Group Communication

Meetings: Forums for Problem Solving 305

Negotiation and Conflict Management

Developing and Delivering Effective Presentations

Informative Presentations

Persuasive and Special Presentations

Filters

Exam 7: Work Relationships

__________ service at its best means that customers received ongoing attention from a Specific person.

A __________ acts as a role model who demonstrates how a new employee can develop And become successful.

Proximity is usually a key factor in whether or not a friendly relationship develops between coworkers.

Which of the following forms the basis of ethical communication in work Relationships?

Romantic relationships in the workplace can create widespread __________ for the Company if handled improperly.

Which of the following guidelines is applicable to the management of diversity?

Statistics show that hostile customers,through word of mouth,can __________ a Company's business by 2%.

Which of the following distributions of power has become more common as the Demands on business for innovation and competitiveness have increased?

One of the benefits for the protégé in a mentoring relationship is that he/she will obtain a greater knowledge of the politics of the organization.

People who provide customer service often deal with upset,difficult people.When Dealing with difficult customers day in and day out,employees should do which of the following?

When a female demonstrates characteristics that are stereotypically male,such as risk taking and power seeking,she is demonstrating gender role congruency.

In power sharing,which of the following distributions of power gives employees Satisfaction,enjoyment,and commitment without their losing direction?

Which of the following is characteristic of a manager who experiences healthy Relationships with employees?

Managers are __________ with employees who display such characteristics as good job Performance,the ability to handle pressure,honesty,and supportiveness.

Organizational __________ is (are)changeable because members' behaviors and their Attitudes toward the organization can change.

Maintaining a professional demeanor,being patient,and not losing one's temper can All help in __________ the complications engendered by working with difficult employees.

Mentors may actually __________ their own value to the organization by working with new employees.

According to the text,which of the following is NOT a signal or indicator of sexual harassment?

In coworker relationships,which of the following concepts describes the use of work Groups,task forces,and team projects to solve problems and address complex issues?

__________ must feel that the people to whom they give their business can listen carefully To and understand their needs.

Communication in Organizations

The Model of Strategic Communication

Diversity in Business and the Professions

Listening Skills

Verbal and Nonverbal Skills

Leadership and Management Skills

Interviewing Skills

Fundamentals of Group Communication

Meetings: Forums for Problem Solving 305

Negotiation and Conflict Management

Developing and Delivering Effective Presentations

Informative Presentations

Persuasive and Special Presentations

Filters