Q&A Hero

Q: You can often find logistics manager Myron at his daughter's soccer games tapping away furiously on his smartphone to send and receive messages from the office. Myron is probably using multitasking to help resolve work-versus-family conflict.

Q: A major cause of work-family conflict is when a person dislikes both his or her job and family.

Q: Drama in the workplace often has the same effect as a personality clash in terms of disrupting work.

Q: Victoria is the subject of a micro-inequity because while at a meeting, the team leader says, "It's too bad we don't have any of our brightest team members in attendance today."

Q: You ask Louise to gather some important statistical information for your report. Louise is being passive-aggressive when she responds, "What do I look like, an office temp? Go get the information yourself."

Q: Foster is well known by his employees to have the attitude of "My way or the highway," which is a typical attitude of a bullying boss.

Q: Incivility in the workplace is so frequent that it rarely contributes to conflict because most workers expect uncivil treatment from coworkers.

Q: A major reason so much conflict exists in the workplace is that we cannot all have what we want.

Q: A recommended approach for a man to defend against false accusations of sexual harassment is to ________. A) announce to others that he is involved in a monogamous relationship with a spouse or friend B) head a committee to help prevent sexual harassment in the company C) establish a reputation of never engaging in sexual harassment D) let women know that he is represented by a lawyer specializing in false charges of sexual harassment

Q: The easiest way to deal with sexual harassment is to ________. A) file a formal complaint at the first hint of harassment B) avoid all company social functions where alcohol is served C) keep a plaque on your desk listing the various types of sexual harassment D) speak up before it becomes serious

Q: Which of the following behaviors is the most likely to be classified as hostile environment harassment? A) A worker places a large poster outside his cubicle of women dressed in bikinis playing beach volleyball. B) A male boss says to a male subordinate, "Men who give me a back massage often get the best performance appraisals." C) A female coworker sends around a video of two squirrels apparently kissing. D) A 75-year-old male CEO says to a 19-year-old female summer intern, "Kiss me once a day if you want to be offered a permanent position in our company."

Q: A major problem in controlling sexual harassment in the work place is that most workers ________. A) don't regard a demand to exchange sex for favors as being harassment B) don't agree on what constitutes hostile-environment harassment C) think that managers have the right to harass subordinates D) think that unless another worker has been assaulted, harassment has not taken place

Q: In quid pro quo sexual harassment, the harassed person is ________. A) intimidated with sexually-toned language B) given favorable treatment because of refusal to grant a sexual favor C) ignored because of refusal to grant a sexual favor D) given favorable treatment because of granting a sexual favor

Q: Glen feels his manager does not like him because he consistently trivializes Glen's comments in meetings. This form of conflict is often referred to as ________. A) micro-inequity B) work-family conflict C) hostile-environment harassment D) competition for limited resources

Q: A study about cross-national differences based on culture found that work interfering with family life was a bigger problem for people ________. A) who earned an above-average income B) who earned below-average income C) from collectivistic cultures D) from individualistic cultures

Q: Raul find that he needs to invest 60 hours per week in work to advance in his career so he resents the amount of time he has to spend with his wife and four children. The primary type of conflict Raul is facing is most likely ________. A) family interfering with work B) work interfering with family C) flexible work arrangements interfering with a regular work schedule D) the satisfaction of higher-level versus lower-level needs

Q: Dale and Wanda are experiencing work-family conflict when they ________. A) have two or more of the same family members working B) are forced to choose between taking care of the demands of personal life and their jobs C) work for a family business in which family members should hold the power D) work for an employer who does not provide enough health benefits

Q: Assume that General Motors (GM) merges with Ford Motor Company. During group meetings of the fused companies, two likely factional groups would be ________. A) truck and automobile groups B) finance and marketing groups C) top-level management and middle management D) former members of GM and Ford

Q: Conflict attributed to diversity within teams ________. A) is the most difficult type of conflict to resolve B) often benefits the organization when managed well C) is usually of short duration D) often enhances teamwork

Q: You can tell tech support specialist Tyler has passive-aggressive tendencies when he ________. A) comes to work late at least once a month B) accesses a sports website a few minutes every workday C) did not warn you about a virus that he knew was going to destroy your desktop D) purchases a $900 leather carrying case for his tools

Q: A major problem created by workplace bullies is that they ________. A) have a high rate of absenteeism B) receive most of the good assignments C) create physical and mental stress symptoms for others D) joke around so much that productivity suffers

Q: A problem noted with drama in the workplace is that it ________. A) usually violates anti-discrimination legislation B) takes the form of an obstacle to something you want to attain C) usually is considered to be a form of sexual harassment D) leads to work-family conflict

Q: Two teammates, Kelly and Bella, basically detest each other which leads to many conflicts on the job. The two women are most likely experiencing a ________. A) personality clash B) bullying relationship C) codependency D) breakdown in organizational citizenship behavior

Q: An important reason that incivility leads to conflict is that ________. A) it is fun to watch rude people B) the uncivil person is likely to be fired C) incivility is now classified as an illegal work behavior D) uncivil behavior often leads to a dispute between two people.

Q: Cynthia and Chuck argue over who gets to use the new tablet computer. Their conflict is best classified as ________. A) differences in goals B) personal differences C) competition over limited resources D) the building of stone walls

Q: Conflict occurs whenever ________. A) you secretly dislike another person B) two sets of demands are incompatible C) you deal with coworkers D) your job is demanding

Q: An important feature of the confront-contain-connect technique of managing anger in others is to find a relatively private place where the angry person can vent his or her frustrations.

Q: Diane still uses the old technique of counting to ten when she is angry, but this is no longer considered a valuable technique.

Q: Shelly cannot manage her anger, so it is likely she cannot take full advantage of her cognitive intelligence.

Q: Gisele, an office manager, decides to use the technique of "confront, contain, and connect" to deal with Jimmy, a clerk who is in an explosive, angry mood. To implement contain, Gisele will ________. A) brings Jimmy to a conference room away from the center of activities B) demand that Jimmy see a psychiatrist immediately C) tells Jimmy that his behavior will not be tolerated D) asks Jimmy, "How can we make you happier?"

Q: Robert often loses his temper and swears at work. It sounds like Robert has a(n) ________. A) problem with assertiveness B) problem with shyness C) grievance problem D) anger management problem

Q: Two office-bully specialists cited in the human relations text say the best tactic for dealing with a mean bully is to be mean toward that person, including insults about his or her appearance and behavior.

Q: Sales representative Carlos is fluent in English and Spanish. So when a customer with a Spanish accent talks to him in English, according to a recommendation in the human relations text he should respond to her only in Spanish.

Q: Truck sales representative Lloyd engages in emotional effort when he expresses the emotional response his customer expects such as saying, "You will feel like a powerful person driving this high-end pickup."

Q: Customer service workers are advised to engage in shallow rather than deep acting to deal better with customers.

Q: Assistant hotel manager Wendy is informed that a couple staying at the hotel will be celebrating their 75th wedding anniversary at the hotel. Wendy gives the couple a "Wow" experience when she presents the couple with a small wedding cake with the number 75 written on the top.

Q: Banquet manager Juan delivers a "wow" experience to a customer when he ________. A) asks the customer to fill out a lengthy customer survey B) adds a surcharge to the bill C) gives everyone attending the banquet a bottle of water D) provides the customer with an unusually sensitive and warm surprise

Q: Which one of the following behaviors least fits service-oriented organizational citizenship behavior? A) Performs duties with unusually few mistakes B) Makes constructive suggestions for service improvement C) Cautions outsiders about coming to work at his or her company D) Contributes many ideas for customer promotions and communications

Q: Tanya is a sales representative for a software developer for organizations. Tanya engages in proactive customer service performance when dealing with a customer when she ________. A) explains that her company's software is too advanced for the company's computer system B) offers the potential customer a rebate C) tells the customer to buy now because the software in question will become obsolete in six months D) demands payment in advance for the company's software

Q: Gilbert has a strong customer service orientation, so he works hard at ________. A) getting customers to make large purchases B) helping customers C) encouraging customers to shop by price D) selling the most profitable items first

Q: Alex develops a good relationship with coworker Lori, but then backstabs her by ________. A) telling their supervisor that Lori might be looking for a new job B) giving her suggestions on how to improve her productivity C) laughing at her new arm tattoo D) asking Lori for a date

Q: Linda wants to be a better team player, so maybe she should decrease ________. A) providing emotional support to coworkers B) sharing confidential information with teammates C) sharing credit with coworkers D) following the Golden Rule

Q: An employee who wants to be a good team player should ________. A) avoid giving information and opinions to others B) avoid asking for favors from other team members C) keep jokes to himself or herself D) provide emotional support to group members

Q: Serena engages in proactive customer service performance when she investigates how much the customer could really afford to pay for her company's product.

Q: The purpose of the consensual relationship (or love) contract is to set an upper limit on how much the couple can sue the company should they split within three years.

Q: Companies are more likely to discourage romantic relationships between employees at the same level than restricting managers from dating subordinates.

Q: A major problem in deviating from group norms is that you run the risk of being isolated from the group.

Q: Group norms are usually communicated to employees through orientation programs and company manuals.

Q: Following the Golden Rule has become too old-fashioned a tactic to be an effective way to build teamwork in the modern workplace.

Q: Being uncivil toward coworkers helps build relationships with them because uncivil behavior, including rudeness, has become the norm in the workplace.

Q: A study with healthcare workers showed that having low self-esteem was associated with high popularity because workers with low self-esteem do not create jealously problems.

Q: Niki wants to be part of the in-crowd in the office so she should exert effort into developing good relationships with coworkers.

Q: Amy is given a gold pin honoring her 25 years of good service to the firm. Which of the following compliments paid her best fits the qualities of an appropriate compliment? A) "I don't know where the company would be without you." B) "I guess the company isn't fussy." (Said with a laugh.) C) "I'm impressed with your reputation and stability." D) "With your record, you should be an executive."

Q: Sebastian could be engaging in the BYB phenomenon at the office when he explains to coworkers how he ________. A) plans to remove mites from his mattress B) make suggestions for updating the purchasing system C) appreciates being a member of his team D) would like more first-hand information about the company fitness club

Q: A basic part of being civil is ________. A) demanding your rights B) gently poking fun at the clothing of coworkers C) practicing good basic manners D) confronting coworkers about their mistakes

Q: Making other people feel important is an honest relationship-building tactic because ________. A) most workers need a daily dose of flattery to keep going B) making others feel important is part of most job descriptions C) approximately 95 percent of workers are narcissists D) every worker in an organization has a contribution to make

Q: A study showed that two important factors in building good coworker relationships are ________. A) low self-esteem and being at the edge of a communication network B) high self-esteem and being at the center of a communication network C) being introverted and avoiding communication networks D) low self-esteem and sending Tweets to coworkers

Q: If Margot would like to have more access to the boss, power, and information she should ________. A) spy on her coworkers B) become part of the office in-group C) become part of the office out-group D) decrease her organizational citizenship behavior

Q: One hint that Garfield is a micromanager is that he checks each of his team members at least once a day to make sure they are seated correctly at their desks to avoid ergonomics problems.

Q: A study involving over 1,000 employees suggested that supervisors who are abusive are being abused by higher management.

Q: Baxter's boss, Alberto, has the pet peeve of wanting text message progress reports twice a day. Baxter thinks that these reports are a waste of time. A recommended approach for Baxter would be to ________. A) report Alberto's behavior to Alberto's boss B) negotiate with Alberto on the frequency of reports C) take the initiative to send only weekly updates D) send the updates to Alberto at least twice a day

Q: Ellie is referred to as a micromanager because she is a manager who ________. A) carefully monitors the work of group members B) has responsibility for small computers in the office C) enjoys punishing group members for small mistakes D) gives group members too much freedom

Q: An example of a possible cross-cultural factor in having a good relationship with your manager is that managers from some cultures expect more respect than managers from other cultures.

Q: When you have to deliver bad news to your manager it is best to blame yourself to the maximum feasible for the problem.

Q: When Judy doesn't like something her boss does, she quickly sends a tweet to higher management complaining about her boss. We must give Judy credit for having developed an effective way of enhancing her relationship with her boss.

Q: To help build a good relationship with your manager you should back up complaints with a recommended solution to the problem.

Q: The tactic of creating a strong presence refers basically to actions designed to make you visible and noted in the workplace.

Q: In this age of information technology and connectivity, dependability and honesty are no longer so effective in developing a good relationship with the boss.

Q: A good way to impress most managers is to stick to tasks that are part of your job description, showing that you follow directions carefully.

Q: Lauren takes the initiative by assuming personal responsibility for problems, so we have a hint that she has a weak work ethic.

Q: The most effective strategy for impressing your manager is to attain good job performance.

Q: A worker with political skill typically inspires trust and support of work associates.

Q: An example of a cross-cultural factor in developing a good relationship with your boss would be ________. A) whether or not the manager expects to be respected B) the type of respect the manager expects C) whether or not you are expected to attain performance standards D) your boss's age

Q: Tony, a financial analyst, must deliver the bad news to his boss that the company will most likely lose a lot of money this quarter. To help maintain a good relationship with his boss, Tony should ________ A) suggest a way for reducing the loss next quarter. B) emphasize that the sales force is to blame. C) explain that the problem belongs to the boss, not to him. D) say, Don't shoot me, I'm only the messenger."

Q: Studies have shown that a good way of ingratiating yourself to your boss and others in the workplace is to ________. A) poke fun at the stated purpose of the organization B) engage heavily in self-promotion C) make effective use of humor D) poke fun at the shortcomings of others through humor

Q: A surgical nurse brings her complaint directly to the top administrator of the hospital. She is, therefore, violating the tactic called ________. A) learn from your boss's mistakes B) stay in touch C) recognize that your boss has problems too D) avoid bypassing your manager

Q: Ed is valued by his employer because of the way he handles complaints. It is likely that Ed ________. A) asks his boss to solve his complaints B) goes to his boss's boss with his complaints C) gets his coworkers involved with his complaints D) backs up complaints with action plans

Q: Which of the following is not recommended as a way of creating a strong presence? A) Get involved in high visibility projects B) Get involved in teams C) Maximize opportunities for working from home D) Make constructive suggestions about earning or saving money

Q: Ava demonstrates good organizational citizenship behavior when she ________. A) votes for the same political party favored by the company CEO B) does extensive volunteer work in her community C) confines her work activities to those included in her job description D) helps the company in ways not included in her job description

Q: A good organizational citizen will work hard for the good of the firm ________. A) so long as a valuable reward will be forthcoming B) even without the promise of a specific reward C) providing the organization cares about preserving the environment D) to successfully compete against rivals