Deck 7: Work Relationships

Question 1

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

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.

Answer 1

D

Question 2

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

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

Answer 2

resolving

Question 3

Which of the following terms describes the interpersonal bonding phase a mentor and
Protégé go through?

A) cultivation
B) initiation
C) redefinition
D) separation

Answer 3

A

Question 4

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

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

Question 5

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

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

Question 6

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

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 7

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

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 8

In working out a method for dealing with involuntarily formed relationships that may undermine your productivity,you must keep in mind that coworkers __________ relationships differently.

A) accumulate
B) develop
C) continue
D) discontinue

Question 9

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

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

Question 10

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

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

Question 11

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

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

Question 12

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

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

Question 13

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?

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

Question 14

Which of the following factors contributes to the difficulty of building strong positive
Relationships in the workplace?

A) decreasing dependence on technology
B) the friction between coworkers generated by office politics
C) organizational cultures' encouragement of dynamic relationships
D) the negative personal environment that workers create with negative attitudes about their job

Question 15

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

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

Question 16

__________ is a lack of emotional involvement in the job and usually results in a failure to Treat customers with care and concern.

A) Apathy
B) Coldness
C) Robotism
D) Sympathy

Question 17

With regard to coworker relationships,which of the following terms describes the ? notion that the closer people are physically,the more likely they are to develop ? relationships?

A) expertise
B) support
C) proximity
D) shared interests

Question 18

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

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 19

When managers and employees positively influence each other in their jobs,this is Known as

A) power.
B) credibility.
C) mutual influence.
D) cooperation.

Question 20

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

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

Question 21

Ignoring personal idiosyncrasies is a key contributor in forming positive shared -task relationships with coworkers.

Question 22

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

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 23

In most organizations today,the management holds all of the power.

Question 24

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

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

Question 25

If a female supervisor says to her newly hired male employee,"Jim,I'd really like to see ? you advance quickly in this organization.For you to do that,I think it would be a good ? idea for us to interact regularly in a closer,intimate,and private context.If you think ? this proposition is unacceptable,you won't be able to oversee this year's major ? project." This form of sexual harassment is best defined as which of the following?

A) developing interpersonal relations for the purpose of enhancing work output
B) quid pro quo
C) a hostile environment that has been created due to mental distractions Jim will have to deal with when he is near his boss
D) none of the above-men cannot be sexually harassed

Question 26

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?

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 27

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.

Question 28

Which of the following results from organizational romances?

A) enhanced environment
B) increased goodwill
C) development of negative attitudes
D) poor work quality and absent

Question 29

Thanks to the circulation of information regarding sexual harassment,it no longer occurs in the workplace.

Question 30

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

Question 31

Most of the needs that can be fulfilled at work can be grouped into four areas: support, power,expertise,and salary.

Question 32

Research by Hal Wittemann indicates that most targets for harassment are

A) males under the age of thirty with some college education who are working for an organization that is dominated by women.
B) females over the age of thirty
C) females who are not educated at the college level and are under the age of twenty.
D) females under the age of thirty

Question 33

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

Question 34

As a supervisor,always take a sexual harassment complaint seriously.