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Test Bank For Human Relations in Organizations Applications and Skill Building, 12th Edition, Robert Lussier Chapter 1-12

13)

Which of the following statements is a myth about human relations?

A) People are an organization's most valuable asset. B) Leaders are born, not made. C) High-quality relationships are important to success. D) A human relations course is as important as a technical course.

14)

Which of the following statements is a fact about human relations?

A) Leaders are born, not made. B) Human relations is just common sense. C) Technical skills are more important than human relations skills. D) People are an organization's most valuable resource.

15)

Which of the following is an organization's most valuable resource?

A) infrastructure B) technology C) people D) land

16)

Which of the following is the most common cause of management failure?

A) technological setbacks B) lack of recreational facilities C) low wages D) faulty human relations skills

17)

Which of the following statements is a myth about human relations?

A) Human relations skills are more important than technical skills. B) Leadership skills can be developed. C) Effective leaders have good human relations skills. D) Human relations is just common sense.

18) The goal of __________ is to create a win–win situation by satisfying employee needs while achieving organizational objectives.

A) human relations B) production C) zero–sum condition D) cooperative games

19) Which of the following occurs when the organization and the employees both get what they want?

A) a zero–sum situation B) a win–win situation C) high-directive–low-supportive (HD–LS) behavior D) a win–lose situation

20) The __________ realizes that an organization employs the whole individual, not just his or her job skills.

A) expectancy procedure B) personality method C) total person approach D) skill realization style

21) Which of the following is true of Robert Owen, "the real father" of personnel administration?

A) He believed that profit can be increased by increasing an employee's working hours. B) He employed children under the age of 9, though other entrepreneurs did not hire children below 11 years of age. C) He believed that employers should not be responsible for providing adequate food and housing to employees. D) He taught his employees cleanliness and temperance.

22) Joseph and Steve are part of a sales team for a multinational company. They attend all project meetings together and work together on projects. They also support each other to meet the sales objectives. Identify the behavior shown by Joseph and Steve.

A) group behavior B) individual behavior C) high-directive–low-supportive (HD–LS) behavior D) high-directive–high-supportive (HD–HS) behavior

23) "Donna is allowed to go home an hour earlier than the rest of us as her babysitter leaves at four." This statement exemplifies

A) performance. B) the total person approach. C) the systems effect. D) organization.

24) "Norah is a new employee who greets everyone and is hardworking." This statement exemplifies

A) performance. B) the total person approach. C) behavior. D) the systems effect.

25) "The members of a marketing department are having a meeting. There is a lot of disagreement over the content of the next advertisement." This scenario best illustrates the _____ level of behavior.

A) individual B) customary C) organizational D) group

26) "The manager is developing a part-time employee work schedule for the next week and will be busy for a couple of hours." This statement best illustrates the __________ level of behavior.

A) individual B) customary C) organizational D) group

27) "The production department just set a record for the highest number of units made in an eight-hour period." This statement best illustrates the __________ level of behavior.

A) individual B) group C) organizational D) customary

28) In the context of developing new habits, which of the following terms refers to a reminder one can use to do a new habit?

A) routine B) skill-building C) cue D) reward–change

29)

Which of the following statements is true of the level two of behavior in a workplace?

A) The focus of level two is on the behavior of any one person in the organization. B) The focus of level two is on the behavior and human relations within and between groups. C) The focus of level two is on the organization as a whole. D) The focus of level two is on identifying people's needs in order to understand what motivates them.

30) John wants to reduce his expenses on food and has decided to eat home-cooked meals more often. In the context of developing new habits, which of the following steps he takes would be considered a reward for the change he is making in his life?

A) writing down a grocery list to make sure his kitchen is stocked with ingredients to cook at home B) learning recipes of dishes he generally likes eating at restaurants C) ordering a take-away after making sure that he has eaten at least 10 home-cooked meals D) inviting friends over instead of meeting them at restaurants

31) Under the __________, all people in an organization are affected by at least one other person, and each person affects the whole group or organization.

A) total person approach B) zero–sum condition C) construct mechanism D) systems effect

32) Popularly called __________ and rooted in the behavioral sciences, the science of human relations was developed in the late 1940s.

A) organizational behavior B) occupational dynamics C) operational science D) scientific management

33)

Which of the following was an assumption made by scientific managers?

A) Money was not the only motivation for workers. B) Workers always acted rationally. C) Profit would be increased if employees worked shorter hours. D) Food and housing were the prime motivation for workers.

34)

During the 1960s, __________ published Theory X and Theory Y.

A) Douglas McGregor B) Frederick Taylor C) Eric Berne D) Elton Mayo

35)

Elton Mayo is known as the

A) first manager-entrepreneur. B) real father of personnel administration. C) father of human relations. D) father of scientific management.

36) Which of the following refers to an increase in performance caused by the special attention given to employees, rather than tangible changes in the work?

A) taylorism B) functionalism C) scientific management D) the Hawthorne effect

37) _________ integrates common business practices in the United States and Japan into one middle-ground framework appropriate for use in the United States.

A) Theory Z B) Systems theory C) Contingency theory D) Hybrid theory

38)

__________ introduced transactional analysis during the 1960s.

A) William Ouchi B) Eric Berne C) Douglas McGregor D) Peter Drucker

39) The research conducted by __________ to determine the characteristics of successful organizations was later criticized during the 1980s.

A) Eric Berne B) William Ouchi and Douglas McGregor C) Elton Mayo D) Thomas Peters and Robert Waterman

40)

Eric Berne introduced

A) sensitivity training. B) transactional analysis. C) the Hawthorne effect. D) Theory Z.

41)

Who developed Theory Z?

A) Robert Owen B) Eric Berne C) William Ouchi D) Elton Mayo

42) According to the domain model of managerial education, which of the following competencies is a technical skill?

A) intrapersonal skills B) interpersonal skills C) leadership skills D) business skills

43) "We need to provide facilities to help our employees develop new skills." Which of the following challenges in the field of human relations does this statement reflect?

A) globalization B) ethics C) learning and knowledge D) diversity

44) "The new batch of executives needs to be trained on the company's social networking platform." Which of the following challenges in the field of human relations does this statement reflect?

A) crisis B) ethics C) diversity D) technology

45) "There are many Asians and Europeans working in our company." Which of the following challenges in the field of human relations does this statement reflect?

A) diversity B) ethics C) crisis D) technology

46)

Which of the following is a human relations guideline?

A) being narcissistic B) acting before one thinks C) calling people by their names D) being physically fit

47) Jonah is an engineering manager at Vroom Motors Limited. Vroom recently launched a minivan, but the minivan has technical problems in its ignition system. The company decides to recall all the minivans from the market. Jonah is trying to convince the management that his team can come up with a solution for the technical problems quickly and that the sales of the minivan would increase rapidly after the relaunch. Which of the following guidelines for effective human relations is Jonah following in this scenario?

A) thinking before acting B) being self-centered C) developing a sense of humor D) being optimistic

48)

The systems approach was developed by

A) Russell Ackoff B) Frederick Taylor C) Peter Drucker D) Eric Berne

49) Which of the following statements is most likely to make people defensive and cause arguments?

A) "You are late." B) "You are wrong." C) "I admit." D) "I understand completely."

50) Aaron has started working for a new firm. There are thirty people on his floor. He is having problems remembering their names. Which of the following should Aaron do to improve his ability to recall names?

A) He should address them with titles like "Mister" or "Miss" and not worry about remembering names. B) He should call people by their names two or three times while talking to them. C) He should maintain a notebook with people's names and their photos. D) He should ask them their names every time he meets them.

51) Nancy, an employee at MegaWorks Corp., has been on the job for only a week. She needs to ask the accountant some questions, but she does not remember his name. Which of the following would be most appropriate for Nancy to do before contacting the accountant?

A) She should ask someone for the accountant's name. B) She should ask the accountant his name once again. C) She should address the accountant with a title like "Sir." D) She should get the work done without using his name.

52) "Although there are a lot of differences in the team, Neil, the supervisor, does not seem deterred." Which of the following best describes Neil's behavior?

A) being humorous B) being genuinely interested in other people C) being indifferent to problems D) being optimistic

53) "Our supervisor, Daniel, is a great guy. He appreciates the work we do and inspires us to perform better." Which of the following best describes Daniel's behavior?

A) being positive B) being humorous C) being politically correct D) using people

54)

Which of the following statements best defines the term "psychological contract"?

A) It is the shared expectations between people. B) It is the tendency of blaming others for one's failure. C) It is the tendency to expect others to make the necessary changes in behavior to meet one's expectations. D) It is the way people perceive one another during their first impressions.

55) Mathew is the chairman of the employee grievance cell in Victor Motors Company. He addresses employees' issues in the company and tries his best to resolve them. Identify the guideline for effective human relations used by Mathew in this scenario.

A) being genuinely interested in oneself B) listening to people C) acting before thinking D) being optimistic

56)

Which of the following is the best way to get what you want?

A) being self-focused B) changing the other person C) changing the situation D) helping other people get what they want and vice versa

57) Don is a quality control manager at Vittel Glass House. He shouts at his subordinates when they fail to meet his expectations. This has severely affected his relationship with his subordinates. Which of the following is a guideline for effective human relations that Don should follow in order to correct this?

A) He should think before acting. B) He should listen to other managers. C) He should create a win–lose situation in the company. D) He should be genuinely interested in himself.

58)

Which of the following is the best logical choice to resolve a human relations problem?

A) changing oneself B) changing the situation C) changing the other person D) ignoring the problem

59)

__________ skill is the ability to work well with a diversity of people.

A) Internal B) Holistic C) Interpersonal D) Metaphysical

60)

_____ is the ability to influence others and work well in teams.

A) Authority B) Power C) Omnipotence D) Leadership skill

61) Which of the following is within the individual and includes characteristics such as personality, attitudes, self-concept, and integrity?

A) intrapersonal skills B) interpersonal skills C) leadership skills D) expert power

62) In your own words, explain why human relations skills are important to you. How will they help you in your career?

63) Give an example, personal if possible, of a situation in which the goal of human relations was met. Explain how the individual's needs were met and how the organizational objectives were achieved.

64) Give a specific example, personal if possible, that supports the total person approach. Explain how an individual's job performance was affected by off-the-job problems.

65) Give two specific examples of your involvement in human relations—one positive and one negative. Also, identify the level of behavior for each example.

66) Give two specific examples of how human relations affected your performance—one positive and the other negative. Be specific in explaining the effects of human relations in both cases.

67) Give a specific example, personal if possible, of the Hawthorne effect. It could be when a teacher, coach, or boss gave you special attention that resulted in your increased performance.

68) Explain how one of the trends or challenges in the field of human relations could personally affect your human relations.

69) Do you believe that you can and will develop your human relations abilities and skills through this course? Explain your answer.

70) Which 2 of the 10 human relations guidelines need the most effort on your part? Which two need the least? Explain your answers.

71) Give a specific example of a human relations problem in which you elected to change yourself rather than the other person or situation. Be sure to identify your changed behavior.

72) In your opinion, which myth about human relations holds back the development of human relations skills more than any of the others?

73) Which person's contribution to the history of human relations do you find to be the most impressive?

74) Which one of the trends or challenges do you believe is the most relevant to the field of human relations?

75) Which one of the 10 guidelines for effective human relations do you think is the most important?

76)

How can a person resolve human relations problems?

77) Of the intrapersonal, interpersonal, and leadership skills, which one is your strongest? Your weakest?

78)

Technical skills are more important than human relations skills. ⊚ ⊚

79)

true false

Human relations is just common sense.

⊚ ⊚

80)

Developing good human relationships is critical to personal and professional success. ⊚ ⊚

81)

true false

Leaders are born, not made. ⊚ ⊚

82)

true false

Leadership skills are inborn and cannot be developed. ⊚ ⊚

true false

83) The goal of human relations is to create a win–win situation by satisfying employee needs while achieving organizational objectives. ⊚ ⊚

true false

84) The total person approach realizes that an organization employs the whole person, not just his or her job skills. ⊚ ⊚

true false

85)

The focus of the first level of behavior is on the organization as a whole. ⊚ ⊚

86)

true false

Effective teamwork begins with the team and ends with individual-level outcomes. ⊚ ⊚

true false

87) The systems approach focuses on the whole system with an emphasis on the relationships between its parts. ⊚ ⊚

true false

88) Businesses during the Industrial Revolution were concerned with profits, not employees, and managers viewed people only as a source of production. ⊚ ⊚

true false

89) The Hawthorne effect focuses on the fact that all people in an organization are affected by at least one other person, and each person affects the whole group or organization. ⊚ ⊚

true false

90) Transactional analysis integrates common business practices in the United States and Japan into one middle-ground framework appropriate for use in the United States. ⊚ ⊚

91)

Frederick Taylor is known as the "father of scientific management." ⊚ ⊚

92)

true false

Leadership skills are always based on one's managerial skills. ⊚ ⊚

95)

true false

Human relations take place at the individual, group, and organizational levels. ⊚ ⊚

94)

true false

Being right is good enough even if it hurts human relations in an organization. ⊚ ⊚

93)

true false

Interpersonal skill is the ability to work well with a diversity of people. ⊚ ⊚

true false

Answer Key Test name: chapter 1 10) human relations 11) organization 12) routine 13) B 14) D 15) C 16) D 17) D 18) A 19) B 20) C 21) D 22) A 23) B 24) C 25) C 26) A 27) B 28) C 29) B 30) C 31) D 32) A 33) B 34) A 35) C

36) D 37) A 38) B 39) D 40) B 41) C 42) D 43) C 44) D 45) A 46) C 47) D 48) A 49) B 50) B 51) A 52) D 53) A 54) A 55) B 56) D 57) A 58) A 59) C 60) D 61) A 78) FALSE 79) FALSE 80) TRUE 81) FALSE

82) FALSE 83) TRUE 84) TRUE 85) FALSE 86) FALSE 87) TRUE 88) TRUE 89) FALSE 90) FALSE 91) TRUE 92) TRUE 93) FALSE 94) FALSE 95) TRUE

Student name:__________ 1)

Describe the Big Five personality dimensions.

How can personality profiling be used to improve our relations with other people?

Describe how one can deal with extroverts and introverts.

List the causes of stress. Describe how to be more effective at controlling stress.

Describe the four learning styles.

Describe the six biases affecting perception.

Explain the primacy effect and the four-minute barrier.

Briefly explain impression or image management.

9) People with a(n) __________ locus of control believe that they have little control over their performance.

10)

__________ is an emotional or physical reaction to environmental activities and events.

11) __________ is the constant lack of interest and motivation to perform one's job because of stress.

12)

Our __________ is other people's attitudes toward us.

13) Regina is an ambitious person and likes to take charge whenever her team receives a new project. She is quite competitive and is willing to confront others when required. She is also quite gregarious and has a lot of friends where she works. Which of the following Big Five personality dimensions is best reflected by Regina in this scenario?

A) surgency B) adjustment C) agreeableness D) conscientiousness

14) Which of the following statements is true of people with strong agreeable personality types?

A) They have an interest in getting ahead and leading through competing and influencing. B) They are imaginative, intellectual, and creative. C) They have very few friends. D) They spend most of their time with other people.

15) The __________ personality dimension primarily focuses on traits related to being willing to change and try new things.

A) adjustment B) conscientiousness C) openness to experience D) surgency

16)

Identify the common traits of people with a strong surgency personality dimension.

A) laid-back or easygoing B) avoiding change and new things C) poor under pressure, nervous, insecure, and moody D) energetic, assertive, active, and ambitious

17) Arnold, a high school senior, does not have a lot of friends and prefers spending most of his time by himself. His classmates find it difficult to work with him on group projects. He is often described as a cold and uncompassionate person by his classmates and teachers. According to the Big Five personality dimensions, Arnold's personality is

A) low in conscientiousness. B) high in openness to experience. C) low in agreeableness. D) high in adjustment.

18) Which of the following characterizes people who score high on the adjustment personality dimension?

A) energetic, assertive, active, and ambitious, with an interest in getting ahead B) cold, difficult, uncompassionate, unfriendly, and unsociable C) good under pressure, relaxed, secure, and positive D) imaginative, intellectual, open-minded, autonomous, and creative

19)

Persistence, credibility, conformity, and organization are traits of

A) weak adjustment. B) high conscientiousness. C) high agreeableness. D) weak surgency.

20) Daniel is the supervisor of a team of financial analysts. He notices that one of his subordinates, Louis, does not perform well under pressure and gets nervous whenever he is given a new task. Louis tends to blame others and often speaks angrily with others in the team. What should Daniel remember to do while talking to Louis about his issues?

A) He should keep himself calm while talking to Louis. B) He should avoid showing any concern for Louis. C) He should refrain from being supportive toward Louis. D) He should scold Louis for causing problems in the team.

21) Kim will complete her probation as a teller by the end of this month. Over the past 6 months, she has proved to her manager that she is responsible and dependable. She diligently adheres to the established processes and strives to maintain the bank's standards. She is also a methodical worker. Her manager has noted that she is persistent and is willing to work hard to accomplish the goals set for her. Which of the following Big Five personality dimensions is best reflected by Kim in this scenario?

A) low adjustment B) high agreeableness C) low openness to experience D) high conscientiousness

22) Joanne's colleagues praise her ability to remain calm under all circumstances. Joanne is confident about her professional skills and can perform well under pressure. Which of the following Big Five personality dimensions is best reflected by Joanne in this scenario?

A) weak surgency B) high adjustment C) weak conscientiousness D) high openness to experience

23)

Which of the following statements is true of the personality traits of narcissists?

A) They have a willingness to praise others. B) They do not tend to get promoted to management. C) They tend to be self-centered. D) They support others and have effective human relations.

24)

It is best to set clear deadlines and follow up regularly with a person who is low on

A) adjustment. B) conscientiousness. C) openness to experience. D) agreeableness.

25) The __________ identifies an individual's personality based on his or her four inclinations for certain ways of thinking and behaving.

A) Locus of Control Model B) Birkman Method C) Myers-Briggs Type Indicator D) Personality Assessment System

26)

A Type A personality is characterized as

A) easygoing. B) apathetic. C) time conscious. D) patient.

27) __________ believe that they have little control over their performance and are closed to new experiences.

A) Externalizers B) Internalizers C) Extroverts D) Type A personalities

28) __________ is a continuum representing one's belief as to whether external or internal forces determine one's destiny.

A) Surgency B) Locus of control C) Perceptual congruence D) Conscientiousness

29)

Which of the following activities can help reduce stress?

A) eating quickly so that one has more time to finish work B) sleeping for at most seven hours every night C) eating breakfast that is high in protein and fiber D) avoiding off-the-job interests so that one does not lose focus on work

30) "In our department, there is a lot of competition and conflict." This statement best reflects stress due to

A) organizational climate. B) management behavior. C) leadership personality type. D) job satisfaction.

31) Danny is a line manager for die-cast machines at Puissance Motors Limited. He yells at his subordinates for their slightest mistakes, and this has resulted in a high rate of attrition among the employees. Identify the stressor that Danny is imposing on his colleagues.

A) organizational climate. B) management behavior. C) high-directive–high-supportive behavior D) degree of job satisfaction

32) Victor, a sales representative with Ignis Laboratories, works for more than 60 hours a week. Nevertheless, he enjoys his work and achieves his weekly and monthly targets. This has made him a top performer in the company. Identify the stressor that Victor has successfully managed. A) organizational climate B) management behavior C) high-directive–high-supportive behavior D) degree of job satisfaction

33) Nelson had been busy preparing for his final exams since the past few months. However, a few days before the exam, he lost the interest and motivation to study as a result of the high pressure to perform well. Which of the following did Nelson most likely experience?

A) tensile stress B) temporary burnout C) bipolar disorder D) panic attack

34) __________ is the level of one's capacity for new learning, problem solving, and decision making.

A) Surgency B) Intelligence C) Attitude D) Perception

35)

In the context of learning styles, __________ prefer to learn by doing and feeling.

A) accommodators B) divergers C) convergers D) assimilators

36)

In the context of learning styles, __________ prefer to learn by observing and feeling.

A) accommodators B) divergers C) convergers D) assimilators

37) In the context of learning styles, which of the following statements is true about accommodators?

A) They prefer dealing with technical tasks and problems. B) They are only concerned with abstract ideas and concepts. C) They seek practical uses for information focusing on solutions. D) They tend to learn primarily from hands-on experience.

38) In the context of learning styles, __________ have the ability to view concrete situations from many different points of view.

A) assimilators B) convergers C) divergers D) accommodators

39)

Which of the followingstatements is a characteristic of the learning style of divergers? A) They tend to learn primarily from hands-on experience. B) They take their time gathering and analyzing many alternatives. C) They tend to be more concerned with abstract ideas and concepts than with people. D) They prefer learning by doing and thinking.

40)

In the context of learning styles, __________ prefer to learn by doing and thinking.

A) accommodators B) divergers C) convergers D) assimilators

41)

Which of the following statements is true of the learning style of convergers?

A) They act on gut feelings, relying more on other people for information than on technical analysis. B) They have the ability to view concrete situations from many different points of view. C) They are effective at understanding a wide range of information and putting it into a concise, logical form. D) They prefer dealing with technical tasks and problems rather than with interpersonal issues.

42)

Which of the following statements characterizes the learning style of convergers?

A) They usually act on gut feelings. B) They have the ability to view concrete situations from many different points of view. C) They seek practical uses for information focusing on solutions. D) They prefer dealing with interpersonal issues rather than with technical tasks and problems.

43) Radha is a sales executive with Omega Electricals, and she sells televisions to customers. She studies the products she needs to sell in detail by trying to use them herself. She enjoys talking about the products with her customers but struggles to form a rapport with her colleagues. Identify the learning style of Radha.

A) diverger B) assimilator C) accommodator D) converger

44)

In the context of learning styles, __________ prefer to learn by observing and thinking.

A) assimilators B) divergers C) accommodators D) convergers

45) Maria is a spare parts manager with Torque Engines Industries. She collects the sales data for different engine parts and integrates them. This helps her focus on the engine parts, which show a downward trend in sales. These data also help her convince the management to improve marketing strategies in order to increase sales. Which of the following is most likely Maria's learning style?

A) diverger B) assimilator C) accommodator D) converger

46) Kendall relies on his instinct to determine the designs that appeal to people. He bases his decisions on his interactions with people rather than on statistical analysis of consumer behavior. Which of the following is most likely Kendall's learning style?