Employee Relations
Final Test Solutions
Course Introduction
Employee Relations explores the dynamic between employers and employees, emphasizing effective communication, conflict resolution, and the development of positive workplace environments. The course examines legal frameworks, collective bargaining, grievance procedures, and the role of human resources in fostering engagement and productivity. Students analyze case studies and real-world scenarios to understand the impact of organizational policies and managerial strategies on employee morale, motivation, and retention, preparing them to effectively manage and enhance workplace relationships.
Recommended Textbook Human Relations
for Success 5th Edition by Lowell Lamberton
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Chapter 1: Human Relations: a Background
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Q1) Which of the following statements is true of current challenges in human relations?
A)Today's Generation Y can tend to find that good, sustainable-wage jobs are relatively easy to come by, but advancement is very hard.
B)Additional financial pressures in dual-career families cause workplace stress and difficulties for everyone involved.
C)Having a college degree guarantees a ticket to a meaningful career but seldom a well-paying job.
D)Small businesses seldom feel pressure to meet the high international standards of the foreign market and of the huge multinational companies that dominate the economy.
Answer: B
Q2) Small businesses feel pressure to meet the high international standards of the foreign market, and of the huge multinational companies that dominate the economy.
A)True
B)False
Answer: True
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Chapter 2: Self-Concept and Self-Esteem in Human Relations
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Q1) _____ coined the term inferiority complex.
A)Carl Rogers
B)Julian Rotter
C)Eric Bern
D)Alfred Adler
Answer: D
Q2) Carl Rogers believed that in order to have a healthy ____, people need to work on making the ideal and real selves much closer.
Answer: self-concept
Q3) The process of discovering your _____ is known as developing your self-awareness.
Answer: real self
Q4) To minimize the effects of the vicious cycle of negative self-concept leading to negative behavior, you must analyze who started the cycle.
A)True
B)False
Answer: False
Q5) The _____ self is the self that you assume others see when they look at you.
Answer: looking-glass
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Chapter 3: Self-Awareness and Self-Disclosure
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Q1) The blind pane of the Johari Window can be very disturbing to those who believe that the personality traits that they don't see in themselves cannot be perceived by others as well.
A)True
B)False
Answer: False
Q2) What legitimate reasons do people use to justify withholding the truth?
Answer: People often justify withholding the truth for legitimate reasons such as the need to get along with others and have others like them, or they avoid telling the truth to protect other people's feelings.
Q3) The bottom-right pane in the Johari Window is the:
A)open pane.
B)hidden pane.
C)unknown pane.
D)blind pane.
Answer: C
Q4) The level of communication with the least amount of self-disclosure, including niceties such as "Have a nice day" is called ____.
Answer: cliche conversation
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Chapter 4: Attitudes and Values in Human Relations
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Q1) What constitutes an effective attitude-improving feedback?
Q2) The place and time period of the first few years of most people's lives have a great effect on the formation of values.
A)True
B)False
Q3) _____ values are more likely to maintain a high priority throughout your life when compared to instrumental values.
Q4) People sometimes find themselves wanting two different outcomes that contradict each other. This type of conflict is known as ____.
Q5) The values of _____ were most affected by radio networks.
A)generation Y
B)pre-baby boomers
C)baby boomers
D)generation X
Q6) Since the early 1970s, Americans insist much more strongly that jobs become less ____.
Q7) A(n) _____ is a system of shared values throughout any given company or other organization.
Q8) How is the Internet changing consumer behavior?
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Chapter 5: Motivation: Increasing Productivity
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Q1) Which of the following is a reason why professional women who are balancing the demands of work and families are more likely to quit their jobs?
A)Lack of on-site day care facility
B)Inflexible working hours
C)Feeling of boredom
D)Lack of profit sharing programs
Q2) What is task identity?
Q3) What was Skinner's belief about behavior modification?
Q4) In terms of increasing one's self-actualization, Maslow suggested that whenever possible, one should choose growth rather than safety or security.
A)True
B)False
Q5) People with a strong work ethic believe that working is immoral and lazy.
A)True
B)False
Q6) In terms of Herzberg's two-factor theory, why are hygiene factors called dissatisfiers?
Q7) ERG theory was created by ____.
Q8) What is organizational climate?
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Chapter 6: Communication and Human Relations
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Q1) _____ can be defined as the distance of physical space that you maintain between other people and yourself.
Q2) According to Dr. Allesandra, which skill should be taught in schools to improve people's ability to listen?
A)Selective listening
B)Active listening
C)Filtering
D)Nonverbal communication
Q3) The Ebbinghaus curve shows that:
A)we remember less than half of what we've heard after an hour and about one-fourth after a week.
B)we are capable of recalling two-thirds of the information we receive on the day after receiving the information.
C)we remember more than two-thirds of the information we receive after an hour, about a half after a day, and about a third after a week.
D)we cannot remember half of what we hear after an hour, they can remember about a two-third after one day of receiving the information.
Q4) How does poor situational timing affect communication?
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Chapter 7: People, Groups, and Teams
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Q1) Formalizing is a stage in the group development process where the group can perform meaningfully, and where it is more likely to last.
A)True
B)False
Q2) As a member of a newly formed group, you should consider conflicts to be a normal part of the group development process.
A)True
B)False
Q3) Greater differences in enthusiasm tend to predict lesser internal conflict among the group members during the forming stage of group development.
A)True
B)False
Q4) Consistency in a workplace is the main tool for employees' confidence in management, and management's confidence in employees.
A)True
B)False
Q5) What are the major qualities of organizational climate?
Q6) How is power different from authority?
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Chapter 8: Achieving Emotional Control
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Q1) Negative game playing can hurt positive relationships.
A)True
B)False
Q2) One of the common characteristics of all games is that they provide a payoff of some kind to at least one of the players.
A)True
B)False
Q3) Which of the following statements is true of intelligence?
A)Intelligence is a one-dimensional concept.
B)Intelligence is presently based solely on a person's reasoning ability.
C)Intelligence is most accurately measured by standardized tests.
D)Intelligence comes in many forms and are reflected in various skills and talents.
Q4) A self-aware person will know when he or she is seen as underrating or overrating another person.
A)True
B)False
Q5) List the eight intelligences identified by Howard Gardner.
Q6) A person who excels in _____ has a knack for seeing how elements fit together in space.
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Chapter 9: Individual and Organizational Change
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Q1) Which of the following statements is true of the force field analysis model?
A)According to this model, the status quo is presented like a battlefield being fought for by two armies.
B)This model acknowledges that bringing about changes in a large organization is usually time-consuming and complicated.
C)This model measures the relative impact of many kinds of changes, on the basis of their intensity and the adjustment problems they can create.
D)According to this model, the primary aim is to teach members of an organization how to solve the problems they face.
Q2) Which of the following is the first step of Lewin's change model?
A)Completion
B)Experimenting
C)Moving to another condition
D)Unfreezing
Q3) According to William Bridges, "beginning" is the first of the three general steps involved in the process of acceptance of personal loss.
A)True
B)False
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Chapter 10: Creativity and Human Relations
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Q1) The _____ method of creative problem solving is effective with people who are shy, unsure of themselves, or simply not used to being assertive in public, because the ideas remain anonymous.
Q2) List the rules applied in the first session of brainstorming.
Q3) According to Alan Robinson and Sam Stem, _____ involves a fortunate accident that meets with keenness of insight.
Q4) _____ is spontaneous and free-flowing, without constraints, and typically results in many new ideas rather than one solution to a problem.
Q5) The either/or fallacy helps a person to arrive at creative solutions to problems. A)True B)False
Q6) _____ is the second step of the creative process identified by Graham Wallas, where something fairly dramatic has to happen, or the creation of the new concept won't take place.
Q7) According to Csikszentmihalyi, _____ creativity is reserved for truly great ideas and products that change our life.
Q8) _____ is the way in which a person views the world.
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Chapter 11: Conflict Management
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Q1) Which of the following conflict resolution strategies uses democratic vote as a method to resolve conflicts?
A)Collaborative approach
B)Lose-lose strategy
C)Win-win strategy
D)Win-lose strategy
Q2) When a conflict manager has a(n) _____ style of managing conflict, he or she will often mistakenly assume that if a conflict involves only other people, it should be left only to them.
Q3) Institutionalized conflict erupts over differences in self-definition.
A)True
B)False
Q4) How would a conflict manager resolve a conflict if he or she is a competitor?
Q5) In the _____ approach of win-lose strategy, a conflict manager decides which side is right and which is wrong, then considers the issue to be resolved.
Q6) A(n) _____ conflict is involved in the process of defining yourself to others and responding to their implied definitions of themselves.
Q7) What is concession bargaining and when is it used?
Page 13
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Chapter 12: Stress and Stress Management
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Q1) An avoid-avoid inner conflict occurs when you are torn between two undesirable options.
A)True B)False
Q2) According to psychologist Albert Ellis, the biggest culprit in one's emotional stress and anxiety is the C (or consequences) part of the ABC.
A)True B)False
Q3) How does chronic stress affect the immune system?
Q4) Once the alarm is sounded in the first stage of the general adaptation syndrome, you enter the second stage of the general adaptation syndrome, the stage of ____.
Q5) In the context of the type A and type B personality theory, the _____ personality is characterized by impatience, hostility, perfectionism, and a sense of time urgency.
Q6) Explain the process of cognitive appraisal.
Q7) A(n) _____ belief system is a way of thinking that causes internal stress by substituting a realistic belief with one that is destructive, illogical, and largely false.
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Page 14
Chapter 13: Your External and Internal Customers
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Q1) The self-esteem trap is best described as:
A)the circumstance that arises when a customer with a low self-esteem fails to express his or her needs clearly.
B)the circumstance that comes from taking a customer's attack personally and letting it affect your own self-esteem.
C)the condition in which a person with a high self-esteem looks down upon people with low-self-esteems.
D)the subconscious activity that compares your self-image against your image of others.
Q2) When customers perceive that you are willing to listen to their problems and that you are encouraging their response, they are most likely to:
A)respond honestly and openly.
B)become suspicious and hold back their responses.
C)take this as a sign of weakness and take advantage of your courtesy.
D)demand compensation for their suggestions and feedback.
Q3) A customer complaint is a personal attack and should be tackled effectively.
A)True
B)False
Q4) When giving a customer bad news, one has to maintain a _____ tone of voice.
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Chapter 14: Human Relations in a World of Diversity
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Q1) Whether positive or negative, a stereotype is potentially damaging because it lumps everyone into one group without recognizing their individual characteristics.
A)True
B)False
Q2) In the U.S., which of the following questions is most likely to be considered illegal in interviews when hiring?
A)"Susan, why should we hire you?"
B)"Susan, could you describe how you resolved any conflict, personal or professional, in your last organization?"
C)"Susan, you've been married for four years. So, when are you planning to have children?"
D)"Susan, what contribution would you make to our organization if given the job?"
Q3) _____ are your thoughts or beliefs about specific groups of people.
A)Prejudices
B)Discriminations
C)Self-fulfilling prophecies
D)Stereotypes
Q4) "Asians are good students and employees" is a belief that exemplifies a(n) ____.
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Page 16
Chapter 15: Business Ethics and Social Responsibility
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Q1) Laws are different from moral standards because they are always set down in writing, and descriptions of them are available to the public.
A)True B)False
Q2) One of the four basic rationalizations that leads to unethical behavior is that they are within ethical and legal limits.
A)True
B)False
Q3) Traditional social responsibility says that a company or organization:
A)is responsible for generating more jobs for the general public.
B)is responsible to the stakeholders of the organization.
C)is responsible to the government and general public.
D)is responsible only to itself and to making a profit.
Q4) People who volunteer for beach clean-up activities, recycling centers, child-mentoring activities, and so on are demonstrating _____ at the individual level.
Q5) The practice of future favors can be found in nearly any culture that respects the _____ concept.
Q6) How does self-esteem affect ethical behavior?
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Chapter 16: Maintaining Workplace Health and Success
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Q1) Encouraging communication among departments and within teams seldom contributes to improving the morale of a workplace.
A)True
B)False
Q2) Hidden benefits of procrastination do exist.
A)True
B)False
Q3) Any substance that affects a person's judgment, behavior, mental processes, mood, conscious experience, or perceptions is referred to as a ____.
Q4) Employees affected by family violence tend to:
A)get preoccupied with their problems which leads to low productivity.
B)stop trying to achieve anything for fear of criticism.
C)feel that they have gotten away with something.
D)feel that they do not succeed because of their talent and hard work.
Q5) Planning too many activities into one time slot leads to _____ of time.
Q6) _____ is the act of putting off until later the things we should be doing now.
Q7) Violence that can be defined as physical, emotional, verbal, or sexual violence against another family member is known as ____.
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Q8) What are the characteristics of people affected by the impostor phenomenon?