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Question
Customer service workers are advised to engage in shallow rather than deep acting to deal better with customers.
Answer
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Related questions
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It is possible for a company to arrange for informal learning by ________.
A) setting up formal classrooms
B) organizing the work area
C) providing lesson plans
D) testing their employees
Q:
Kristen, a paralegal supervisor, is switching employers, getting married, relocating, and getting a knee replacement all within the next 60 days. It would be helpful for Kristen if she could ________.
A) search for a fifth change
B) recognize that change is inevitable
C) be angry about all the changes imposed on her
D) recognize that she is in over her head, and fight the changes
Q:
Middle age is typically a period of substantial decline in verbal abilities and abstract reasoning.
Q:
You know you are part of the sandwich generation when you are juggling taking care of your own children and parents.
Q:
An advantage noted from having multicultural experiences is that it tends to enhance creative problem solving.
Q:
In the workplace, sexual equity refers to top-level management ________.
A) treating heterosexual, gay, lesbian, and transgender employees equally
B) making sure that the company hires its fair share of men and women
C) having separate restrooms for transgender employees
D) having unisex restrooms for transgender employees
Q:
Workers from an individualistic culture would probably enjoy participating in a sales competition that offered lavish prizes for the top three performers throughout the country.
Q:
Studies conducted by a consultancy found that companies with racial, ethnic, and gender diversity ________.
A) attained below average financial results
B) performed well from a financial perspective
C) experienced more conflict than they could handle
D) usually had a short-range perspective
Q:
When an organization has a strong culture of individualism, it is relatively easy to develop a spirit of teamwork.
Q:
Clancy engages in a self-oriented role within his team when he ________.
A) strives to be an implementer
B) strives to be a creative problem solver
C) acts in the role of resource investigator
D) focuses on his own needs, such as a craving for recognition
Q:
Recognition programs appear to work at cross-purposes with employee engagement.
Q:
Asking group members penetrating questions is considered to be an effective leadership tactic.
Q:
An easy way for a leader to be ethical is to ________.
A) avoid listening to grievances and complaints
B) avoid thinking about the financial consequences of decisions
C) follow the Golden Rule
D) follow the WIIFM principle
Q:
Biff is a highly self-confident leader of a police worker unit, so he runs the risk of sometimes ignoring potential problems by thinking, "I can handle whatever comes my way."
Q:
A vision in leadership refers to ________.
A) an optimistic picture of the future of the organization
B) a leader's ability to see through problems
C) an historical view of the organization
D) the leader's ability to inspire people
Q:
Whether or not a leader is charismatic is determined by ________.
A) a leader's level of self-confidence
B) how much the leader really likes people
C) a combination of intelligence and personality
D) the subjective perceptions of the people being led
Q:
A key behavior of a proactive leader is that he or she ________.
A) takes the blame for mistakes within the group
B) frequently brings about environmental change
C) is more concerned about morale than meeting deadlines
D) holds back on taking the initiative
Q:
A typical side effect from using the technique "disarm the opposition," is the person with whom you are in conflict will then be willing to assist you with your problem.
Q:
A coworker annoys you by frequently asking how to carry out certain functions on a computer. To use the technique of cognitive restructuring you would say to yourself, ________
A) "It's fun being annoyed."
B) "Why worry? I'll soon find a way to get even."
C) "Teaching another person is a learning experience for me."
D) "I will breathe deeply each time I deal with this computer illiterate."
Q:
A negative side effect noted of workplace conflict is that the people involved often ________.
A) receive attention from management
B) become united after the conflict
C) waste time and energy that could be to used in useful purposes
D) become more creative
Q:
Establishing idea quotas for yourself often inhibits creativity because you might feel under too much pressure to think creatively.
Q:
An important strategy for enhancing the outcome of brainstorming is to have intellectually and culturally diverse group members.
Q:
Tanya wants to become an Olympic ice skater. She should therefore concentrate on developing which one of the following multiple intelligences?
A) Bodily Kinesthetic
B) Spatial
C) Linguistic
D) Naturalist
Q:
A major component to any form of critical thinking is to ________.
A) accept the conclusions of experts
B) maintain an optimistic and cheerful outlook
C) accept the stated and unstated assumptions
D) systematically evaluate the evidence
Q:
A recommended starting point in becoming a more creative problem solver is to ________.
A) take a nap to rest your mind
B) jump into a brainwriting session
C) make up a few good jokes related to your work
D) believe that you can be a creative problem solver
Q:
Pam is unhappy because her attempt at establishing an online jewelry business has failed. The point of her using a worst-case scenario is to find a couple of people to blame for her failed business.
Q:
An exit strategy is most likely to be applied to the problem-solving and decision-making step referred to as ________.
A) be aware of problem or opportunity
B) find creative alternatives
C) evaluate the choice
D) identify causes of the problem
Q:
The flow experience occurs when the problem-solver allows his or her concentration to wander.
Q:
High emotional intelligence is important because it helps managers and professionals keep emotions out of decision making.
Q:
Research suggests that an individual's response to loss is ________.
A) about the same as response to gains
B) more intense than his or her response to gains
C) strongest when he or she is a consistent loser
D) strongest when he or she is a consistent winner