Q&A Hero

Q: Nancy, an employee at MegaWorks Corp., has been on the job for only a week. She needs to ask the accountant some questions, but she does not remember his name. Which of the following would be most appropriate for Nancy to do before contacting the accountant? A. Ask someone the accountant's name. B. Ask the accountant his name once again. C. Address the account with a title like Mister. D. Get the work done without using his name.

Q: Aaron has started working for a new firm. There are thirty people on his floor. He is having problems remembering their names. Which of the following should Aaron do to improve his ability to recall names? A. He should address them with titles like Mister or Miss and not worry about remembering names. B. He should call people by their names two or three times while talking to them. C. He should maintain a notebook with people's names and their photos. D. He should ask them their names every time he meets them.

Q: Which of the following statements is most likely to make people defensive and cause arguments? A. "You're late." B. "You're wrong." C. "I admit." D. "I understand completely."

Q: Which of the following is a reason people fail? A. Being self-focused B. Being positive C. Being optimistic D. Helping others

Q: Which of the following is a characteristic of successful people? A. Being arrogant B. Being self-focused C. Being talkative D. Being optimistic

Q: Which of the following is a human relations guideline? A. Being narcissistic B. Acting before one thinks C. Calling people by their names D. Being physically fit

Q: "There are many Asians and Europeans working in our company." Which of the following challenges in the field of human relations does this statement reflect? A. Diversity B. Ethics C. Crisis D. Technology

Q: "The new batch of executives needs to be trained on the company's social networking platform." Which of the following challenges in the field of human relations does this statement reflect? A. Crisis B. Ethics C. Diversity D. Technology

Q: "We have to find a way to improve our services to get an edge over our competitors." Which of the following challenges in the field of human relations does this statement reflect? A. Changing workforce B. Ethics C. Learning and knowledge D. Diversity

Q: "During this period, employees had more input into management decisions and how they performed their jobs. The use of groups and teams also became popular." To which of the following periods are these statements referring? A. The 1960s B. The 1970s C. The 1980s D. The 1990s

Q: Who developed Theory Z? A. Robert Owen B. Eric Berne C. William Ouchi D. Elton Mayo

Q: Eric Berne introduced _____. A. sensitivity training B. transactional analysis C. the Hawthorne effect D. Theory Z

Q: The research conducted by _____ to determine the characteristics of successful organizations was later criticized during the 1980s. A. Eric Berne B. William Ouchi and Douglas McGregor C. Elton Mayo D. Thomas Peters and Robert Waterman

Q: _____ introduced transactional analysis during the 1960s. A. William Ouchi B. Eric Berne C. Douglas McGregor D. Peter Drucker

Q: _____ integrates common business practices in the United States and Japan into one middle-ground framework appropriate for use in the United States. A. Theory Z B. Systems theory C. Contingency theory D. Hybrid theory

Q: Which of the following refers to an increase in performance caused by the special attention given to employees, rather than tangible changes in the work? A. Taylorism B. Functionalism C. Scientific management D. The Hawthorne effect

Q: Elton Mayo is known as the ____. A. first manager-entrepreneur B. real father of personnel administration C. father of human relations D. father of scientific management

Q: During the 1960s, _____ published Theory X and Theory Y. A. Douglas McGregor B. Frederick Taylor C. Eric Berne D. Elton Mayo

Q: Which of the following was an assumption of scientific managers? A. Money was not the only motivation for workers. B. Workers always acted rationally. C. Profit would be increased if employees worked shorter hours. D. Food and housing were the prime motivation for workers.

Q: Popularly called _____ and rooted in the behavioral sciences, the science of human relations was developed in the late 1940s. A. organizational behavior B. occupational dynamics C. operational science D. scientific management

Q: Under the _____, all people in an organization are affected by at least one other person, and each person affects the whole group or organization. A. total person approach B. zero-sum condition C. construct mechanism D. systems effect

Q: Jack, an employee at Eco Systems Inc., gave the board of directors a presentation on the product launch plan for their new product. His presentation was highly appreciated as it covered most of the queries that the directors had about this launch. Which of the following does Jack's action best reflect? A. Behavior B. Total person approach C. Performance D. Human relations

Q: _____ is the extent to which expectations or objectives have been met. A. Organizational behavior B. Performance C. Total person approach D. Persistency

Q: "Prolifik, a software startup, received an award for the best innovative business." This statement best illustrates the _____ level of behavior. A. individual B. group C. organizational D. customary

Q: "The production department just set a record for the highest number of units made in an eight-hour period." This statement best illustrates the _____ level of behavior. A. individual B. group C. organizational D. customary

Q: "The manager is developing a part-time employee work schedule for the next week and will be busy for a couple of hours." This statement best illustrates the _____ level of behavior. A. individual B. customary C. organizational D. group

Q: "The members of the marketing department are having a meeting. There is a lot of disagreement over the content of the next advertisement." This scenario best illustrates the _____ level of behavior. A. individual B. customary C. organizational D. group

Q: "Norah is a new employee who greets everyone and is hardworking." Which of the following is this statement an example of? A. Performance B. Total person approach C. Behavior D. Systems effect

Q: "Donna is allowed to go home an hour earlier than the rest of us as her babysitter leaves at four." Which of the following is this statement an example of? A. Performance B. Total person approach C. Systems effect D. Organization

Q: "Mark and Steve work very well on projects together and seem to enjoy what they do." Which of the following does this statement best illustrate? A. Group behavior B. Technology orientation C. Systems effect D. Individual behavior

Q: "My boss let me out early from work to watch my son play football. All I had to do was get all my work done for the day before I left." This scenario best reflects a _____ situation. A. lose-lose situation B. stalemate C. zero-sum D. win-win

Q: The _____ realizes that an organization employs the whole individual, not just his or her job skills. A. expectancy procedure B. personality method C. total person approach D. skill realization style

Q: A _____ situation occurs when an organization and its employees both get what they want. A. zero-sum B. win-win C. stalemate D. catch 22

Q: The goal of _____ is to create a win-win situation by satisfying employee needs while achieving organizational objectives. A. human relations B. production C. zero-sum condition D. cooperative games

Q: Which of the following statements is a myth about human relations? A. Human relations skills are more important than technical skills. B. Leadership skills can be developed. C. Effective leaders have good human relations skills. D. Human relations is common sense.

Q: Which of the following is the most common cause of management failure? A. Technological setbacks B. Lack of recreational facilities C. Low wages D. Faulty human relations skills

Q: Which of the following is an organization's most valuable asset? A. Infrastructure B. Technology C. People D. Land

Q: Which of the following statements is a fact about human relations? A. Leaders are born, not made. B. Human relations is just common sense. C. Technical skills are more important than human relations skills. D. People are an organization's most valuable asset.

Q: Which of the following statements is a myth about human relations? A. People are an organization's most valuable asset. B. Leaders are born, not made. C. High-quality relationships are important to success. D. A human relations course is as important as a technical course.

Q: Interpersonal skills are also called self-management abilities.

Q: Interpersonal skill is the ability to work well with a diversity of people.

Q: Leadership skills are always based on one's managerial skills.

Q: You can be a leader without being a manager.

Q: Business skill is a human relations skill.

Q: Blaming the other party and trying to change a situation enable you to ignore your own behavior, which may be the actual cause of the human relations problem.

Q: One of the reasons people fail is the it's all about me syndrome.

Q: Transactional analysis integrates common business practices in the United States and Japan into one middle-ground framework appropriate for use in the United States.

Q: The Hawthorne effect focuses on the fact that all people in an organization are affected by at least one other person, and each person affects the whole group or organization.

Q: Businesses during the Industrial Revolution were concerned with profits, not employees, and managers viewed people only as a source of production.

Q: The systems approach focuses on the whole system with an emphasis on the relationships between its parts.

Q: The systems effect occurs only when the organization and the employees both get what they want.

Q: The focus of the first level of behavior is on the organization as a whole.

Q: The total person approach realizes that an organization employs the whole person, not just his or her job skills.

Q: The goal of human relations is to create a win-win situation by satisfying employee needs while achieving organizational objectives.

Q: Leadership skills are inborn and cannot be developed.

Q: Leaders are born, not made.

Q: People are an organization's most valuable asset, not technology, because people working together develop technology.

Q: Human relations is just common sense.

Q: Technical skills are more important than human relations skills.

Q: Implementing a change that doesn't consider the constraints imposed by the prevailing conditions within the organization may amplify the problem that triggered the process. ⊚ true ⊚ false

Q: Management attention and commitment to a change effort is typically only needed in its early stages as employees will generally be responsible for the implementation and success of the later steps in the process. ⊚ true ⊚ false

Q: A coach is a knowledgeable individual who is committed to providing support to other, usually junior, organizational members. ⊚ true ⊚ false

Q: Members of new teams often pay more attention to the tasks of the team than to the relationships among the team members. ⊚ true ⊚ false

Q: Human capital approaches are a category of change methods designed to help individuals learn and grow professionally and perhaps personally. ⊚ true ⊚ false

Q: Using "reengineering" as a code word for "downsizing" will help to limit the morale impact on the organization. ⊚ true ⊚ false

Q: Downsizing can mean replacing employees with computerized systems. ⊚ true ⊚ false

Q: Typically, the exact procedures employed in implementing a management by objectives approach should not vary from organization to organization and from unit to unit. ⊚ true ⊚ false

Q: Structural approaches to organizational change attempt to improve effectiveness by introducing change through formal policies and procedures. ⊚ true ⊚ false

Q: The choice of a particular development method depends on the nature of the problem that management has diagnosed and the depth of the intended change. ⊚ true ⊚ false

Q: Identifying organizational problems is far more difficult than identifying individuals' problems. ⊚ true ⊚ false

Q: Well-run organizations are free of employee discontent. ⊚ true ⊚ false

Q: The knowledge explosion is more related to higher levels of education and is unrelated to technology. ⊚ true ⊚ false

Q: As a force for change, external forces are the most important things for a manager to control. ⊚ true ⊚ false

Q: Some organizations and industries are not suited to being learning organizations. ⊚ true ⊚ false

Q: As they avoid anticipatory stress, changes that are imposed with little warning are not likely to be resisted by employees. ⊚ true ⊚ false

Q: If change is threatening the balance of power in an organization, it will be resisted. ⊚ true ⊚ false

Q: When a change occurs, people will freely admit that they lack the skills to be a good performer. ⊚ true ⊚ false

Q: In work situations where change is obviously the best choice, the change agent seldom encounters fear, anxiety, or resistance. ⊚ true ⊚ false

Q: The external change agent has a comparative advantage over the internal change agent when significant strategic changes must be evaluated. ⊚ true ⊚ false

Q: As a general rule, an external change agent will distance him- or herself from top management. ⊚ true ⊚ false