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1 | |
Based on the research supporting the importance of acquiring effective interpersonal skills in Chapter Five, which of the following statements is true? |
| | A) | The ability to work well with others is more important for newcomers than it is for managers. |
| | B) | Solid interpersonal skills are more important for business people like real estate agents and franchise managers than they are for architects and engineers. |
| | C) | The ability to work cooperatively with others is the most desirable quality for college graduates. |
| | D) | All of the above. |
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2 | |
___________________ is the term that some social scientists use to describe the ability and skills of interacting well with others. |
| | A) | Emotional intelligence |
| | B) | Intellectual aptitude |
| | C) | Emotional aptitude |
| | D) | Intellectual cognition |
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3 | |
Research suggests that the climate of an organization comes primarily from |
| | A) | the specific tasks members perform |
| | B) | the way members feel about their tasks |
| | C) | the way members feel about each other |
| | D) | both "b" and "d" |
| | E) | none of the above |
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4 | |
Based on your understanding of a positive communication climate, which of the following statements is true? |
| | A) | Positive climates do not exist in poor working conditions. |
| | B) | Positive climates are supported by managers who use disconfirming messages when giving feedback to employees. |
| | C) | Positive climates are most likely to occur when people feel valued. |
| | D) | "b" and "c" |
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5 | |
According to the text, in order to give effective praise you need to |
| | A) | be specific with your praise |
| | B) | give praise intermittently |
| | C) | give sincere praise |
| | D) | all of the above |
| | E) | "a" and "c" only |
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6 | |
After reading the following statements, which one appears to be the best example of giving effective praise. |
| | A) | "You're work has improved a lot lately." |
| | B) | "You're speech last Tuesday at the City Council meeting was clearly organized, clearly articulated, and left a strong impression on the audience." |
| | C) | "You're sales presentation the other day was good." |
| | D) | All of the above. |
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7 | |
According to the research in our text, offering constructive criticism can best be accomplished by adhering to which of the following guidelines? |
| | A) | Make sure your criticism is accurate. |
| | B) | Always have the boss give criticism to subordinates even if the employee's direct manager knows the employee better. |
| | C) | Make sure you say what is on your mind, no matter what consequences that may have on your relationship. |
| | D) | Make sure you focus on how the criticism can help you do your job better before you worry about how beneficial it is to the person you are criticizing. |
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8 | |
During an interview with your boss at your annual review she tells you that you need to be more direct with customers who are returning merchandise. Since you are unsure exactly what her criticism means, your first step should be to |
| | A) | seek more information |
| | B) | agree with the criticism |
| | C) | work for a cooperative solution |
| | D) | All of the above |
| | E) | None of the above |
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9 | |
If you are in a situation where you are being criticized and you decide to respond by agreeing with the criticism even when you don't honestly agree, which strategy are you employing? |
| | A) | Agreeing with the facts |
| | B) | Agreeing with the critic's perception |
| | C) | Emphasizing areas of common ground |
| | D) | Focusing on the solution, not on finding fault |
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10 | |
Adler and Elmhorst suggest that no job guarantees that you won't have to work with difficult people. When dealing with a person that fits the "Sherman Tank" style, you should |
| | A) | Get other points of view from group members. |
| | B) | Listen attentively to their complaints. |
| | C) | Clearly and forcefully state your own opinions and perceptions, but don't argue or humiliate them. |
| | D) | Avoid trying to argue them out of their pessimism. |
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11 | |
Following an angry disagreement with a coworker, you decide to adopt his solution even though you think more can be done to solve the problem. Which type of conflict management style does this represent? |
| | A) | avoiding |
| | B) | accommodating |
| | C) | competing |
| | D) | compromising |
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12 | |
The conflict management style that assumes a solution can be discovered that meets both parties' needs is called |
| | A) | competing |
| | B) | avoiding |
| | C) | compromising |
| | D) | collaborating |
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13 | |
During your weekly sales meeting, two area managers become engaged in a heated dispute over which fourth quarter promotion package will work best for the company. Since neither person wants to give ground, they appear to be using which conflict management strategy? |
| | A) | Avoiding |
| | B) | Collaborating |
| | C) | Competing |
| | D) | Compromising |
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14 | |
Read the following statements and then determine which one offers good advice for handling conflicts assertively. |
| | A) | Don't worry about practicing the statement you are going to make. |
| | B) | Don't worry about the time you choose to speak, since the way people react to conflict is consistent regardless of the timing. |
| | C) | Pinpoint the specific behavior you want to discuss. |
| | D) | Don't worry about describing the consequences. |
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15 | |
Our text suggests that there are times when it is a good idea to say no. Based on this discussion, which tip most accurately describes the following statement? "I understand you might feel that way; I know I did when I first started, but you need to learn to do the job on your own." |
| | A) | Acknowledging the importance of the request to the other person and not giving in |
| | B) | Declining the request |
| | C) | Giving your reasons for saying no |
| | D) | Offer help in finding a solution |
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16 | |
In the act of negotiating, people have several choices. Read the following statement and then decide which strategy best describes the action. "I know that advertising is important, but I don't see how spending more than we already do can help increase our business." |
| | A) | The person is accepting the status quo. |
| | B) | The more powerful person in the exchange is imposing a solution. |
| | C) | An agreement appears to be reached. |
| | D) | All of the above. |
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17 | |
Competitive communicators generally use the ______________ orientation during a negotiation. |
| | A) | win-win |
| | B) | lose-lose |
| | C) | win-lose |
| | D) | compromise |
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18 | |
When both parties give up several things that they want but still reach some sort of a solution the _____________ orientation to negotiating has been employed. |
| | A) | win-win |
| | B) | lose-lose |
| | C) | win-lose |
| | D) | compromise |
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19 | |
When you choose to approach a negotiation situation using a win-win orientation you engage in five steps. Which of the following is NOT one of those steps? |
| | A) | Identify the needs of both parties. |
| | B) | Come to the negotiation with a solution firmly in mind. |
| | C) | Evaluate possible solutions. |
| | D) | Follow up on the solution. |
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20 | |
Based on your understanding of win-win and compromise orientations to negotiating, which of the following captures the differences between these approaches? |
| | A) | cooperation vs. competition |
| | B) | power vs. trust |
| | C) | self-centered vs. mutual concern |
| | D) | all of the above |
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2002 McGraw-Hill Higher Education