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Question
In order to provide superior customer service, organizations should keep in mind that
a. pay incentive programs for frontline employees are critical.
b. treatment of the customers must be top priority, even ahead of treatment of employees.
c. frontline employees should be given full autonomy over providing the service and receive minimal feedback.
d. every person should be respected regardless of their duties or their position.
Answer
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Related questions
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Forgetfulness, moodiness, and reduced interest in personal or professional relationships are all signs of too much stress in a person's life.
a. True
b. False
Q:
Create a short story that illustrates: 1) how someone could experience at least seven causes of stress over the course of a work day, and 2) how that person could effectively manage the stress.
Q:
Explain the relationship among technology, work-life imbalance, and stress.
Q:
What is stress, and where does it come from?
Q:
Amy is often restless and has trouble concentrating due to intense feelings of apprehension. She spends so much time planning her assignments and fretting about what will happen if she makes a mistake that she ends up with little time to properly execute and finish the task. Her performance seems to be suffering due to the psychological disorder known as ____________________.
Q:
Ruminating over personal and work-related problems
a. manages stress by putting the problems into perspective.
b. is a positive stressor as it promotes self-awareness and growth.
c. is a response that exacerbates stress and may lead to depression.
d. achieves the same results as meditating.
Q:
The lease on Alexias apartment will come up for renewal in 3 months. Her apartment complex was recently bought out by a new property management firm, and Alexia has heard rumors that these new owners will raise all tenants rents substantially. She is very worried that she will not be able to afford the increased rent and will be evicted or have to go without enough food or her medications. Alexias friend Beth says she should try to regain or let go of control in this situation. What does that mean?
a. Alexia should ignore the rumors and not think about the possibility of a rent increase.
b. Alexia should look for a less expensive apartment and be prepared to move if necessary.
c. Alexia should go for a walk outside every time she begins to worry about the rent.
d. Alexia should make a list of all her worries, then tear it up and throw it away.
Q:
Laughter relieves stress by
a. helping you make jokes of difficult situations.
b. reducing stress-related hormones.
c. slowing your heart rate.
d. helping you sleep at night.
Q:
Refer to Case 14.1. John's ability to handle the stress is probably due to his
a. increased solitude at work.
b. excellent technical skills.
c. resilience.
d. expert use of technology.
Q:
Refer to Case 13.1. The basic cause of this conflict is
a. cultural clashes.
b. misunderstanding.
c. work policies and practices.
d. adversarial management.
Q:
Oftentimes ____________________ is perceived as a negative experience in our society when, in reality, it can serve as an opportunity for personal growth.
Q:
Chen wants to take on greater responsibilities at work. At his next meeting with his boss, he says, "I would really like to manage the Henderson account. Do you feel I am ready for that assignment?" Chen has used a(n) ____________________ approach to communicating his desire.
Q:
A(n) ____________________ is an appropriate conflict management style when resolving the conflict is not worth the potential damage to the relationship.
Q:
When you are in the middle of settling a dispute and the conversation is becoming heated, it is important to create a _____________________ so that the parties can continue to be open and honest.
Q:
A lose/lose conflict management strategy
a. is never appropriate and should be avoided at all costs.
b. results from a manager imposing his or her will on the "combatants."
c. may be an appropriate arbitration solution.
d. seeks to provide a long-term rather than a short-term solution.
Q:
When it results in a misunderstanding that causes two or more parties to perceive a disagreement, ineffective communication can serve as a(n) _____.
a. source of hidden expectations
b. aggressive behavior
c. conflict trigger
d. lose/lose approach to conflict
Case 13.1
There is a major conflict going on in Andy's department. Workers do not trust Andy. They resent his authoritarian style, and they resist his instructions and suggestions. Andy sees the workers as "drones," and they think of him as "Darth Vader." Initially, Andy's manager tells the workers to "put up with it" and to "get back to work." He refuses to listen to their complaints and imposes his instructions with a threat of discipline. A group of employees discusses the problem. Jane suggests that they just drop it and go back to work. She doesn't want to lose her job and fears that even if they win, their working relationship with Andy will be damaged beyond repair. Malcolm suggests that they go back to Andy's boss and explain that they think talking about Andy's behavior could improve productivity and quality. He tells the group they ought to write down and present the substance of their concerns, not just attack Andy's management style. Malcolm thinks they can work this out without removing Andy or getting fired themselves.
Q:
Amanda's coworker often forwards e-mails and engages in banter that is lewd and sexually offensive. She and several other colleagues feel uncomfortable around this employee because of his behavior. This is an example of sexual harassment in which the harasser is creating a ________________________.
Q:
____________________ refers to a person's speaking pattern and includes elements of directness/indirectness, word choice, use of jokes, or figures of speech, and so forth.
Q:
Linguistic style refers to a person's speaking pattern and includes such characteristics as
a. directness or indirectness.
b. pacing, pausing, and word choice.
c. the use of such elements as jokes, figures of speech, stories, questions, and apologies.
d. all of these
Q:
Madisons company has a flexible work schedule. She has heard that the company is not doing very well. One of the strategies she should not consider is
a. attending all meetings to which she is invited.
b. coming into the office, even on her off day.
c. relying on the excellent performance review she received last year.
d. ensuring her supervisor is aware of her achievements.
Q:
An obstacle to full appreciation of men's work/life balance issues is that many men are reluctant to discuss these personal pressures openly.
a. True
b. False
Q:
Working fathers who want to take paternity leave or time off to help raise their children often suffer reduced status at work and resentment or teasing from coworkers.
a. True
b. False
Q:
What do you believe are the ramifications of the wage gap for men and women?
Q:
Which of the following pieces of advice would be least helpful to an organization whose diversity training efforts are ineffective?
a. Offer incentives to middle managers who incorporate diversity initiatives into hiring, development, and promotion decisions.
b. Offer voluntary training that advances organizational goals.
c. Hold leadership responsible for modeling behaviors that support diversity.
d. Make training mandatory, primarily to avoid liability in diversity lawsuits.
Q:
As organizations enhance diversity, which employment practice should they adopt?
a. Limit the race and gender of employees.
b. Recognize that subtle biases will always exist and not much can be done about them.
c. Develop a plan for actively recruiting employees from groups that are underrepresented in the organization.
d. All of these
Q:
What does it mean to value diversity? a. Recognizing that everyone has differences b. Behaving as though individual and cultural differences don't exist c. Having an ethnically diverse management team in the organization d. Anticipating that workforce diversity will provide a competitive advantage in the marketplace
Q:
People can easily be discriminated against based on race because
a. race is a primary dimension of diversity that can't be changed.
b. racism is a conscious bias for most people.
c. genetic science supports the concept that racial differences exist.
d. people have direct experiences with people from different racial groups.
Q:
Kenneth's girlfriend accuses him of ethnocentrism. This means that Kenneth tends to
a. regard his own culture as better or more "correct" than other cultures.
b. believe that other cultures are better than his own.
c. display an attitude in favor of or against people based solely on primary or secondary dimensions.
d. make generalizations about all members of a particular group of people.
Q:
Which of the following is a point that supports affirmative action policies? a. Affirmative action creates preferences. b. Affirmative action does not involve employment selection tests. c. The purpose of affirmative action is to promote equal consideration. d. These policies require extensive training for interviewing prospective employees.
Q:
The most common and powerful stereotypes focus on observable personal attributes.
a. True
b. False