Course Introduction
Leadership Development
Exam Materials
Leadership Development explores the theories, principles, and skills essential for effective leadership in diverse organizational contexts. The course emphasizes personal and professional growth through self-assessment, reflection, and practical application of leadership models. Students engage in experiential learning activities, case studies, and group projects to cultivate critical thinking, ethical decision-making, and communication abilities. By examining the dynamics of team building, motivation, and change management, the course prepares students to lead with confidence, integrity, and adaptability in their future careers.
Recommended Textbook
Human Relations Strategies for Success 5th Edition by Lowell Lamberton
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Chapter 1: Human Relations: a Background
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Q1) Group dynamics is defined as the positive consideration or regard that two people have for each other.
A)True
B)False
Answer: False
Q2) Self-disclosure is the knowledge of how you are being perceived by others.
A)True
B)False
Answer: False
Q3) Which of the following statements forms the cornerstone of Total Quality Management (TQM)?
A)Inflexible, static rules are potentially harmful to maintaining a productive workforce.
B)It places significant emphasis on the rights and needs of the individual person.
C)It assumes that all workers are happy to work, able to assume responsibility, and overall quite creative.
D)The process of whatever happens in an organization is more important than the product.
Answer: D
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Chapter 2: Self-Concept and Self-Esteem in Human Relations
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Q1) _____ is the foundation of all your thoughts about yourself, including your self-esteem.
Answer: Self-concept
Q2) According to Carl Rogers, how can one bring the ideal self and the real self closer to develop a healthy self-concept?
A)By adjusting the real self to fit the looking-glass self
B)By working up to a more realistic and attainable ideal
C)By adjusting the ideal self according to the messages received from the environment
D)By paying more attention to the messages about one's ideal self
Answer: B
Q3) Why do some people brag about themselves?
Answer: Most people who always need to talk about their accomplishments are actually compensating in some way for low self-esteem. Another form of compensating is when people focus on a single strength (such as good looks, mental ability, or athletic skills) to make up for their overall bad feelings about themselves.
Q4) When people with a(n) _____ self-esteem tackle problems, they tend to be more objective and constructive.
Answer: healthy
Page 4
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Chapter 3: Self-Awareness and Self-Disclosure
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Q1) The hidden pane of the Johari Window contains information that you know about yourself and have no reason to hide from most people.
A)True
B)False
Answer: False
Q2) Which level of self-disclosure identified by John Powell represents real communication?
A)Cliché conversation
B)Gut-level communication
C)Expressing ideas and judgments
D)Reporting facts about others
Answer: B
Q3) According to John Powell, cliché conversation is the level of self-disclosure that most people rely upon during part of every day.
A)True
B)False
Answer: True
Q4) _____ allows people to know themselves and those around them better. Answer: Self-disclosure
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Chapter 4: Attitudes and Values in Human Relations
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Q1) In a group, if you are outnumbered greatly, changing the group values is possible but very unlikely.
A)True
B)False
Q2) Mark tends to deny that there are problems that he needs to rectify in his life. In difficult situations, Mark focuses on his negative feelings instead of solving the problem at hand. Which of the following is true of Mark?
A)Mark is a pessimist.
B)Mark is an extravert.
C)Mark has an internal locus of control.
D)Mark has Theory X assumptions.
Q3) What are instrumental values?
A)Values that are likely to maintain a high priority throughout your life
B)Values that reflect the ways you prefer to behave
C)Values that typically cause cognitive dissonance
D)Values that are goals in themselves
Q4) Interpersonal and internal conflicts can result in cognitive dissonance.
A)True
B)False
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Chapter 5: Motivation: Increasing Productivity
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Q1) Briefly describe the relationship between motivation and self-esteem.
Q2) Briefly describe the expectancy theory developed by Victor Vroom.
Q3) _____ is the willingness to make an effort toward accomplishment.
A)Hygiene
B)Motivation
C)Morale
D)Work ethics
Q4) In terms of Herzberg's two-factor theory, why are hygiene factors called dissatisfiers?
Q5) Impressive titles, performance ratings, promotions are examples of _____ rewards.
Q6) In the hierarchy of needs theory, people are more interested in the _____ or _____ factors that make someone perform well.
Q7) According to the expectancy theory, what is instrumentality?
Q8) An important feature of ERG theory is the _____ principle.
Q9) In McClelland's manifest needs theory of motivation, achievement needs are desired by individuals who want to control and influence other people.
A)True
B)False
Page 7
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Chapter 6: Communication and Human Relations
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Q1) The main cause of selective listening is ____.
Q2) _____ can be defined as the giving and receiving of ideas, feelings, and information among people.
Q3) _____ timing refers to a listener's situation when a message is received.
Q4) 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.
Q5) Why is communication important at work?
Q6) According to Albert Mehrabian, nonverbal messages reflect the _____ between speaker and listener.
Q7) In the context of gestures, the peace sign used by war protesters in the 1960s is an example of a(n) ____.
Page 8
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Chapter 7: People, Groups, and Teams
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Q1) Which of the following is a defining characteristic of work teams?
A)Work teams lead to increased income of the employees.
B)Work teams lead to increased job satisfaction.
C)Work teams lead to duplication of work.
D)Work teams challenge an individual's expertise or abilities.
Q2) When is coercive power used?
Q3) Describe the formalizing stage of group development process.
Q4) 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
Q5) What is the source of legitimate power?
Q6) Which of the following is a characteristic of a formal group?
A)It is typically formed around common personality traits.
B)Its members are unaffected by organizational boundaries.
C)It is governed by official rules and unspoken norms.
D)Its members always have the final say about their membership.
Q7) _____ is acting in coordination and agreement with one's group.
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Q8) A(n) _____ is defined as two or more people who interact with other members on either an individual or network basis.
Chapter 8: Achieving Emotional Control
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Q1) The "Wooden leg" game is one in which a person tries to trap another person in a mistake, a lie, or some other type of negative situation.
A)True
B)False
Q2) List the eight intelligences identified by Howard Gardner.
Q3) Describe games in terms of their intensity.
Q4) A person who excels in _____ has a knack for seeing how elements fit together in space.
Q5) Anger makes an individual aware of his or her responsibility for the damages he or she causes.
A)True
B)False
Q6) The ability to use your body or parts of your body to solve problems is known as naturalist intelligence.
A)True
B)False
Q7) According to Daniel Goleman, there are two types of emotional competence: personal competence and _____ competence.
Q8) The _____ game focuses primarily on making excuses.
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Chapter 9: Individual and Organizational Change
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Q1) Briefly describe the five stages of logical incrementalism.
Q2) The _____ stage involved in the process of personal change is most likely to witness a person retreating into isolation.
Q3) One of the benefits of the force field analysis is that it gets the changers to plan for the change.
A)True
B)False
Q4) Which of the following is typically experienced by people entering the "neutral zone" when dealing with personal loss?
A)Experimentation
B)Bottoming out
C)Denial
D)Expression of anger
Q5) According to the _____ model, the status quo is like a battlefield being fought for by two armies: the driving forces and the restraining forces.
Q6) How can driving forces be strengthened in the force field analysis model?
Q7) According to the force field analysis model, the _____ forces are trying to take over and change the status quo.
11
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Chapter 10: Creativity and Human Relations
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Q1) Business factors such as the number and quality of products created are affected strongly by the creativity of the people in an organization.
A)True
B)False
Q2) According to W. Edwards Deming, _____ rewards drive employee self-esteem.
Q3) How do effective managers encourage creativity among employees?
Q4) Which of the following rules is applied in the second session of the brainstorming process?
A)Hitchhiking on others' ideas is encouraged.
B)Participants return to rational mode.
C)Silliness is encouraged.
D)Participants speak in phrases.
Q5) How are creative people motivated?
Q6) _____ refers to the moment when people derive pleasure from the creative process itself, rather than achieving their goals.
Q7) Why is group creativity important?
Q8) What is creativity?
Q9) How can organizations encourage creativity?
Page 12
Q10) _____ is the beginning point for creativity.
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Chapter 11: Conflict Management
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Q1) Which conflict primarily focuses on disagreements over what a statement or what a concept means?
A)Values conflict
B)Content conflict
C)Institutionalized conflict
D)Negotiation-of-selves conflicts
Q2) Which conflict erupts over differences in self-definition?
A)Conflicts arising from differences in values
B)Institutionalized conflict
C)Negotiation-of-selves conflict
D)Conflicts arising from non-fulfillment of self-actualization needs
Q3) _____ is a process that begins when one person sees that another person has damaged-or is about to damage-something that the other person cares about.
Q4) List the steps involved in the process of analyzing conflicts.
Q5) Conflicts always affect the workplace negatively.
A)True
B)False
Q6) A _____ is most likely to try a win-lose approach to conflict resolution, especially if he or she is personally involved in the conflict.
Page 13
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Chapter 12: Stress and Stress Management
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Q1) 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.
Q2) Before going on his vacation, Philip worked almost 16 hours a day for a week to complete his work. Due to his stressful work schedule, he fell ill on the third day of his vacation, and spent the rest of his vacation recovering from the illness. In the context of the general adaptation syndrome, Philip is in the:
A)first stage.
B)stage of adaptation.
C)stage of exhaustion.
D)alarm stage.
Q3) Which of the following theories developed by Hans Selye tested the physical effect of stress on people?
A)The type A/type B personality theory
B)The cognitive appraisal concept
C)The operant conditioning concept
D)The general adaptation syndrome
Q4) Define stress.
Q5) What are external stressors?
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Chapter 13: Your External and Internal Customers
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Q1) Callie is greatly affected by the abusive comments of an aggressive customer. This incident lowers her confidence. Callie has failed to avoid the _____ trap.
Q2) Bruce is a customer service representative of GoodHomes appliances. He is responsible for providing solutions to customers' problems. To provide solutions to the customers, Bruce depends on the team of technical experts in the company. From the given information, we can conclude that Bruce is a(n):
A)internal customer.
B)"nice" customer.
C)mediator.
D)broker.
Q3) Ensuring that you are able to provide a service in spite of compromising on the profit margins depicts good business sense.
A)True
B)False
Q4) List a few unethical things cited by Christopher MacDonald that are done by front-line service representatives.
Q5) When dealing with difficult customers, you should avoid the _____ trap.
Q6) Why should firms encourage complaints ?
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Chapter 14: Human Relations in a World of Diversity
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Q1) Which of the following statements is true of ethnocentrism?
A)Ethnocentrism is a cognitive source of prejudice.
B)It is the belief that people belonging to all ethnic groups are normal.
C)It is the belief that other ethnic groups are more normal than one's ethnic group.
D)The phenomenon of ethnocentrism is not always intentional.
Q2) _____ refers to the prejudice that is caused by policies in the workplace that are not intentionally set to exclude members of specific groups or to treat them differently, but which have that effect anyway.
Q3) What is a hostile environment?
Q4) The Civil Rights Act of 1964 makes it illegal to discriminate against anyone in a workplace because of race, color, religion, sex, or national origin.
A)True
B)False
Q5) Stereotypes, prejudice, and discrimination form the three parts of a prejudiced attitude.
A)True
B)False
Q6) Discuss Gordon Allport's stand on the victims of discrimination.
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Chapter 15: Business Ethics and Social Responsibility
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Q1) What are the two major misperceptions that affect people's understanding of ethics?
Q2) Depending on the culture, those who are in the _____ could be family members, tribal members, or trusted friends.
Q3) The practice of future favors can be found in cultures that ignore the inner circle concept.
A)True
B)False
Q4) Future favors refer to the practice of currying favor with a manager to achieve one's own goals.
A)True
B)False
Q5) One of the four basic rationalizations that leads to unethical behavior is that they are within ethical and legal limits.
A)True
B)False
Q6) Define the concept of "future favors." How is it different from the similar American concept?
Q7) The first law passed to protect whistleblowers was the ____.
Page 17
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Chapter 16: Maintaining Workplace Health and Success
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Q1) A company policy on substance abuse should omit stating the possible disciplinary actions that the company may take against employees who are abusing alcohol or other drugs.
A)True
B)False
Q2) Briefly discuss the organizational strategies to improve efficiency in productivity.
Q3) Morale is mostly a static force.
A)True
B)False
Q4) Describe how to work with a to-do list.
Q5) While setting priorities, if all tasks seem equally important, the individual should work on all tasks simultaneously.
A)True
B)False
Q6) Which of the following statements is true of procrastination?
A)Individuals cannot make a choice to stop procrastinating.
B)Procrastination merely refers to a form of self-sabotage.
C)Hidden benefits of procrastination do exist.
D)Procrastination is not a source of stress.
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