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Question
Explain the steps in handling customer complaints.
Answer
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Related questions
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List the criteria for setting objectives.
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List the four steps in the model for giving praise.
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Give an example of how equity theory has affected your motivation. How can you use equity theory to motivate employees?
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In Self-Assessment Exercise 8-1, did you select motivators or hygienes as being important to you? Explain.
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Which of the following is the final step of the self-motivation model?
A. Set objectives
B. Reinforce results
C. Measure results
D. Develop plans
Q:
_____ is the employee's system for transforming inputs into outputs.
A. Job design
B. Job transformation
C. Job rotation
D. Job enlargement
Q:
Which of the following objectives is set using the Douglas model?
A. To learn how to swim at the club after work
B. To join yoga classes in the evenings
C. To conduct a meeting on interpersonal communication
D. To complete 100 pages of a novel by the end of the month
Q:
In Vroom's formula, _____ refers to a person's perception of his or her ability (probability) to accomplish an objective.
A. expectancy
B. valence
C. instrumentality
D. nonchalance
Q:
The expectancy theory states that Motivation = Expectancy _____.
A. Intrinsic factors
B. Resources
C. Valence
D. Performance
Q:
The _____ theory, which is Vroom's formula, states that Motivation = Expectancy Valence.
A. valence
B. expectancy
C. motivation
D. equity
Q:
Isaac, a pizza delivery boy, travels almost five hours every day. The motorbike he drives is unsafe because it is rickety and old. Ideally, Isaac should be given a new motorbike. Under which of the following factors can Isaac's need be classified?
A. Intrinsic
B. Hygiene
C. Motivator
D. Self-actualization
Q:
"I ensure that Wilma is given work that challenges her intellect and gives her a sense of achievement on completion." Which of the following theories is represented by this statement?
A. Social
B. Esteem
C. Physiological
D. Self-actualization
Q:
In the _____, Clayton Alderfer reorganizes Maslow's needs hierarchy into three levels of needs: physiological and safety needs, social needs, and esteem and self-actualization needs.
A. expectancy theory
B. equity theory
C. reinforcement theory
D. ERG theory
Q:
_____ is the process of having the receiver restate the message in his or her own words.
Q:
The sender's process of putting a message into a form that the receiver will understand is called _____.
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List four ways of improving listening skills.
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What is feedback? How can one get feedback on messages?
Q:
List and explain the four steps in the communication process.
Q:
Which response style do you believe is most commonly used at work? Should the most commonly used response style be reflecting? Why or why not?
Q:
Which is preferable to you, a high-context culture or a low-context culture?
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Many employees waste time using social media at work. Should organizations ban the use of social media for personal reasons during work hours? If so, how?
Q:
Dillon's team comprises a lot of talented individuals, yet it has not performed well. Dillon wants his team to know that it can be the best. Which of the following influencing tactics would be most appropriate for Dillon to use in this situation?
A. Inspirational appeal
B. Legitimization
C. Ingratiation
D. Personal appeal
Q:
As an interpersonal skill, which of the following is part of reading people?
A. Putting oneself in the place of the person one wants to persuade
B. Getting one's own expectations right
C. Careful preparation and proper presentation of arguments
D. Focusing on the larger goal when trying to persuade
Q:
_____ takes careful preparation and proper presentation of arguments and supporting evidence in an appropriate and compelling way.
A. Projection
B. Reciprocation
C. Coercion
D. Persuasion
Q:
"Hanna always makes the same mistake despite several warnings." Which of the following power bases would be most appropriate to use in this situation?
A. Expert
B. Connection
C. Referent
D. Coercive
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Being the first one to bring up salary and benefits is job interview etiquette.
Q:
The relationship between a manager and an employee cannot be one of real friendship.
Q:
Reciprocity is primarily used to achieve a specific objective, whereas coalitions are developed for achieving ongoing objectives.
Q:
Referent power is based on the user's ability to influence others with something of value to them.
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It is advisable to maximize the use of coercive power because it increases productivity.