Management

Q: The principle that first impressions establish the mental framework within which a person is viewed and that evidence acquired later is either ignored or reinterpreted is known as the ____________________.

Q: Uniforms worn by nurses or members of the police force are a form of ____________________ specifically designed for these particular jobs.

Q: ____________________ is a dynamic blend of poise, self-confidence, control, and style that empowers us to be able to command respect in any situation.

Q: ____________________ is a picture you present that determines how people see and respond to you.

Q: If you have created your personal brand using social media, you should constantly monitor the sites you use. You need to watch for postings by other people so that your _________ is not damaged.

Q: In the opening of Chapter 11, you met a person who reinvented her _____ by overcoming shyness and anxiety about meeting with clients and thus become successful in her field. a. career b. self-concept c. first impression d. personal brand Enter the appropriate word(s) to complete the statement.

Q: In business, an effective speaking voice has a number of qualities to it, including a. loudness. b. quietness. c. a high pitch. d. a moderate pace.

Q: According to the authors, which of the following is not one of the 12 major factors that form your image? a. Self-confidence b. Handshake c. Traditions d. Dress and grooming

Q: According to psychologists, the "primacy effect" a. refers to the person who is dominant in a relationship. b. establishes the initial mental framework within which another person is viewed. c. is ignored when contradicted by later information. d. is the dynamic blend of character strength, poise, self-control, and style.

Q: People often forget this secret to making a positive first impression: a. Be aware of your own feelings when meeting someone for the first time. b. Focus on making the other person feel good about him- or herself. c. Offer a handshake. d. Examine your professional presence.

Q: Best-selling author Malcolm Gladwell let his close-cropped hair grow. After his hair grew longer, he began to receive more speeding tickets and was pulled out of line more frequently for routine security inspections at airports. This is an example of a. primacy effect. b. etiquette. c. carriage. d. wardrobe engineering.

Q: Business casual clothing a. includes frayed jeans, T-shirts with logos, or whatever a worker is comfortable wearing. b. is not allowed in most companies except among the highest levels of management. c. includes attire that looks neat and professional but allows for more personal comfort than traditional business attire. d. is against company policies everywhere except at the surviving "dot-com" firms and in Silicon Valley software producers.

Q: Which of the following is an important guideline to follow when entering an important business meeting? a. If you feel apprehensive, don't worry about showing it through your body language. b. Display confidence in yourself with a strong stride and good posture. c. Come in quietly and take a seat toward the end of the meeting table. d. Be sure to comment on each agenda item as it is discussed.

Q: Facial expressions a. conceal inner emotions more effectively than words do. b. usually have little to do with the positive or negative impressions others form. c. are important cues that help others read your mood and personality. d. are less important than "good looks" in communicating a positive impression.

Q: When it comes to making a good impression in a work setting, a. it does not apply to an initial contact, since both people are meeting for an express purpose. b. you have a 5- to 10-minute grace period before people form their impression of you. c. your handshake and facial expression dominate all other elements of your appearance. d. you have only seconds in which a person will accept or reject an employee or firm.

Q: Tom is at a meeting with potential clients. Which is an etiquette mistake he could potentially make? a. Ordering grilled chicken breast with carrots on the side b. Waiting to eat until everyone has received their food c. Forgetting to turn off or silence his cell phone beforehand d. All of these

Q: Which of the following is an example of career apparel? a. The gray suit and white shirt of an attorney b. A receptionist in a white blouse and navy blue skirt c. An automobile technician dressed in tan pants, blue shirt, and brown shoes d. All of these

Q: Phineas practices good smartphone etiquette by: a. keeping his smartphone in vibrate mode when reading and writing text messages during meetings. b. always speaking loudly and annunciating clearly when answering his smartphone. c. insisting that coworkers stay in constant digital contact, texting them throughout the day. d. keeping his smartphone in his pocket and silenced during conversations with others.

Q: Which of the following is not true about greeting someone with a handshake? a. It is usually the only physical contact between two people when they first meet. b. It is almost impossible to change your handshake once you have developed a style. c. It is important to know how others perceive your handshake. d. Generally, a firm grip communicates a caring attitude, whereas a week grip communicates indifference.

Q: Refer to Case 11.1. Wayne's first impression of Tom is an example of a. the power of facts to shape impressions. b. the importance of properly selecting your career apparel. c. a handshake shaping someone's impression of you. d. the primacy effect.

Q: Refer to Case 11.1. Wayne's observations about Cassandra are example of the impact of ____ on the formation of someone's opinion. a. surface language b. wardrobe engineering c. facial expression d. manners

Q: Refer to Case 11.1. During the sales call, what image element probably most influenced Cassandra's impression of Wayne? a. His entrance and carriage b. His handshake c. His apparel d. His voice

Q: Which of the following contributes to your voice quality? a. Tone of voice b. Volume of your speech c. Diction or clarity of pronunciation d. All of these Case 11.1 Wayne is making a sales call on a new client company. The previous sales professional servicing this account, Tom, left to join another company. Wayne had liked Tom the moment he met him but thought of him as a bit of a slob because of the way he always chewed gum. Wayne is calling on Cassandra, the operations manager for this company. She is a middle-level manager. As Wayne walks into Cassandra's office, he notes her expensively tailored suit, her professional demeanor, the simple cologne, and the lack of jewelry. Cassandra's appearance and office dcor are reminiscent of the VP's office in Wayne's own company. During the sales call Wayne is somewhat nervous. He stutters occasionally during the presentation, stumbles over the answers to a couple of Cassandra's questions, and tends to end his statements with a question. At the end of the call, Cassandra thanks him for his visit and the information, and walks out to the main entrance with him, making casual conversation. They shake hands, and Wayne goes on to his next sales call. As she walks back to her office, she thinks, "Should I do business with a company represented by someone with so little self-confidence?"

Q: Refer to Case 11.1. Cassandra's appearance and office dcor represent which principle of career wardrobe decisions? a. If you want the promotion, look promotable. b. The first contact is the most important contact in subordinate-superior relationships. c. If you want respect, dress better than your industry standard. d. Carriage and entrance are critical in first-contact situations.

Q: "Judging a book by its cover" summarizes the impact of a. etiquette. b. personal charisma. c. integrity. d. surface language.

Q: Refer to Case 11.1. What did Wayne lack during his presentation to Cassandra? a. Wardrobe engineering b. Professional presence c. Etiquette d. Image

Q: In an era of widespread cultural change within the United States, a. minority groups must yield to the cultural norms of the majority. b. multiculturalism presents few challenges to the typical organization. c. members of the mainstream culture must learn the customs and practices of minority groups, including new immigrants, and take care to avoid giving offense. d. cultural norms of minority groups are so similar to those of the mainstream culture that knowing the norms of the majority is sufficient for business success. Case 11.1 Wayne is making a sales call on a new client company. The previous sales professional servicing this account, Tom, left to join another company. Wayne had liked Tom the moment he met him but thought of him as a bit of a slob because of the way he always chewed gum. Wayne is calling on Cassandra, the operations manager for this company. She is a middle-level manager. As Wayne walks into Cassandra's office, he notes her expensively tailored suit, her professional demeanor, the simple cologne, and the lack of jewelry. Cassandra's appearance and office dcor are reminiscent of the VP's office in Wayne's own company. During the sales call Wayne is somewhat nervous. He stutters occasionally during the presentation, stumbles over the answers to a couple of Cassandra's questions, and tends to end his statements with a question. At the end of the call, Cassandra thanks him for his visit and the information, and walks out to the main entrance with him, making casual conversation. They shake hands, and Wayne goes on to his next sales call. As she walks back to her office, she thinks, "Should I do business with a company represented by someone with so little self-confidence?"

Q: ____ is the pattern of immediate impressions conveyed by appearance, which includes the clothing, hairstyle, fragrance, and jewelry that a person chooses to wear. a. Wardrobe engineering b. Surface language c. Grooming d. Etiquette

Q: Wearing whatever you want to work is a. probably OK on casual Friday. b. a good idea until they create a dress code. c. conforming to what your peers do. d. rarely appropriate.

Q: Good manners are essentially a. thinking of the welfare of another, as expressed through kind, considerate behavior. b. relaxed informality in the workplace. c. rules established by older people who are rather inflexible and stoic. d. traditional rules for behavior passed down over many years.

Q: If you are interviewing for a job, the best way to prepare is to be on time and dress well. Then you will be relaxed and able to ask intelligent questions. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

Q: Usually, people will weigh information they receive later on much more heavily than initial information they learn about you. a. True b. False

Q: Social media are not reputable tools for building your personal brand. a. True b. False

Q: Turning down your radio at work and refilling the copier paper tray after using the machine are examples of civility. a. True b. False

Q: If a meeting is scheduled for 3 p.m., it is important meeting etiquette to be punctual and arrive at 3 p.m. on the dot. a. True b. False

Q: A soft, limp handshake is likely to communicate warmth and genuine concern for others. a. True b. False

Q: People who work in a business or professional setting should focus only on serving the customer and not worry about clothing or grooming. a. True b. False

Q: During a meeting, a potential client is introduced as "Shandra Smith." It is important to put her at ease and a sign of good manners to call her Shandra throughout the meeting. a. True b. False

Q: In today's business world, a personal brand can differentiate a job candidate from others with similar skills, helping the person to stand out. a. True b. False

Q: When meeting someone for the first time, it is important to express social generosity by putting the other persons needs and feelings before your own. a. True b. False

Q: If you aspire to be promoted, it is important that you always dress according to the standards of your current position. a. True b. False

Q: Monitoring your online social reputation requires only that you think carefully about the potential consequences before you post anything on social media. a. True b. False

Q: Education and experience enable most people to put aside their cultural influences and not make snap judgments about people on the basis of first impressions. a. True b. False

Q: You can increase the positive impact of a first handshake with a new client by smiling and maintaining eye contact during the handshake. a. True b. False

Q: If there is no company policy against certain attire, then it is all right to wear that attirefor example, flip flops. a. True b. False

Q: Care should be taken whenever you post comments or photos to any social media or other website, because each of these online activities either add to or detract from your personal brand. a. True b. False

Q: Many people form first impressions of others based primarily on assumptions rather than on facts. a. True b. False

Q: Speaking rapidly in the workplace is appreciated because it conveys to your coworkers and supervisors that you are efficient and high energy. a. True b. False

Q: Most people tend to rely more heavily on voice quality and speech habits during an initial meeting than on anything else. a. True b. False

Q: Your facial expressions are an important element of your professional image. a. True b. False

Q: Refer to Case 10.1. Problems with diminished teamwork resulting from the introduction of the incentive program could have been avoided by a. paying overtime wages. b. utilizing employee input in the planning stage, then field testing the program. c. devising incentives that reward individual performance. d. replacing pay with noncash "trophy value" awards. Enter the appropriate word(s) to complete the statement.

Q: Derrick was feeling drained after working for several hours on a demanding task that required intense concentration. Derrick then ate lunch with Daisy, a coworker from another department, who shared a little about her morning, asked how his project was going, and provided some cheerful encouragement for him to keep at it. By the time Derrick returned to his desk, he felt renewed and was able to resume his work and complete the difficult task. This story demonstrates a. the power of positive energy in the workplace. b. that Derrick lacks adequate engagement in his job. c. that Derricks esteem needs were satisfied. d. the benefits of putting the employee first in an organization. Case 10.1 Antonio's company has an employee orientation program; has an extensive employee performance review program; and encourages managers to praise, write letters of appreciation for jobs well done, and take the time to listen to their employees. Years ago, the company began a positive reinforcement program. Managers were initially reluctant to support the program because they expected employees to begin demanding pay raises. But the company kept working at it, and eventually the program was accepted. Then, in order to increase quality and productivity, assembly-line workers were paid based on piecework for each acceptable component that they built. When the incentive programs were first introduced, employees competed with each other, teamwork was destroyed, and interpersonal relations dropped to an all-time low. Now the incentive programs and other positive reinforcement programs seem to be working. However, due to cutbacks in management levels and increasing work demands, managers are finding it harder and harder to determine which employees most deserve recognition.

Q: Refer to Case 10.1. The continuing success of the positive reinforcement programs depends on the company's ability to overcome which barrier? a. Preoccupation with self b. The "Too Busy" Syndrome c. Misconceptions about positive reinforcement d. Failing to identify commendable actions

Q: Kelly has a meeting with Mark. When she arrives, Mark is on the phone. Mark tells the caller that his appointment has arrived and he will return the phone call later. This is an example of a. dialogue. b. positive energy. c. courtesy. d. praise. Case 10.1 Antonio's company has an employee orientation program; has an extensive employee performance review program; and encourages managers to praise, write letters of appreciation for jobs well done, and take the time to listen to their employees. Years ago, the company began a positive reinforcement program. Managers were initially reluctant to support the program because they expected employees to begin demanding pay raises. But the company kept working at it, and eventually the program was accepted. Then, in order to increase quality and productivity, assembly-line workers were paid based on piecework for each acceptable component that they built. When the incentive programs were first introduced, employees competed with each other, teamwork was destroyed, and interpersonal relations dropped to an all-time low. Now the incentive programs and other positive reinforcement programs seem to be working. However, due to cutbacks in management levels and increasing work demands, managers are finding it harder and harder to determine which employees most deserve recognition.

Q: Refer to Case 10.1. Antonio's company's performance review program and encouragement of managers to express appreciation to employees is an example of a. incentive programs. b. feedback and affirmation. c. common courtesy. d. Orloffs definition of energy.

Q: Refer to Case 10.1. The company's payment of assembly-line workers for piecework is an example of a. profit sharing. b. gain sharing. c. confirmations. d. production incentives.

Q: Which is not a management skill job performance behavior that should be reinforced? a. Maintains accurate records b. Spends time on short- and long-term planning c. Maintains authority over his or her staff d. Maintains quality-control standards Case 10.1 Antonio's company has an employee orientation program; has an extensive employee performance review program; and encourages managers to praise, write letters of appreciation for jobs well done, and take the time to listen to their employees. Years ago, the company began a positive reinforcement program. Managers were initially reluctant to support the program because they expected employees to begin demanding pay raises. But the company kept working at it, and eventually the program was accepted. Then, in order to increase quality and productivity, assembly-line workers were paid based on piecework for each acceptable component that they built. When the incentive programs were first introduced, employees competed with each other, teamwork was destroyed, and interpersonal relations dropped to an all-time low. Now the incentive programs and other positive reinforcement programs seem to be working. However, due to cutbacks in management levels and increasing work demands, managers are finding it harder and harder to determine which employees most deserve recognition.

Q: People can enjoy authentic interactions with coworkers or managers who practice ________________, the process of responding to a speaker by restating (sending back) the message that the speaker sent.

Q: Case 10.1 Antonio's company has an employee orientation program; has an extensive employee performance review program; and encourages managers to praise, write letters of appreciation for jobs well done, and take the time to listen to their employees. Years ago, the company began a positive reinforcement program. Managers were initially reluctant to support the program because they expected employees to begin demanding pay raises. But the company kept working at it, and eventually the program was accepted. Then, in order to increase quality and productivity, assembly-line workers were paid based on piecework for each acceptable component that they built. When the incentive programs were first introduced, employees competed with each other, teamwork was destroyed, and interpersonal relations dropped to an all-time low. Now the incentive programs and other positive reinforcement programs seem to be working. However, due to cutbacks in management levels and increasing work demands, managers are finding it harder and harder to determine which employees most deserve recognition. Refer to Case 10.1. Problems with diminished teamwork resulting from the introduction of the incentive program could have been avoided by a. paying overtime wages. b. utilizing employee input in the planning stage, then field testing the program. c. devising incentives that reward individual performance. d. replacing pay with noncash "trophy value" awards. Enter the appropriate word(s) to complete the statement.

Q: Energy can be defined as a. the power of positive feedback. b. the expression of positive thoughts and feelings. c. incentive programs in the workplace. d. the force that helps us do things with vitality and intensity.

Q: When it comes to rewarding individual and team performance, it is important to remember that a. team incentives are the only ones that result in a "bottom-line" difference for a company. b. rewarding and reinforcing are supervisory responsibilities. c. employees prefer tangible to intangible rewards. d. managers can benefit from positive reinforcement from their subordinates.

Q: In order to create a healthier, more vibrant life, a. always practice courtesy so others will be courteous too. b. give feedback. c. try to experience three positive thoughts for every negative one. d. be fit.

Q: According to the Theory of the Dipper and the Bucket, when we work under a manager who berates us for mistakes but does not show appreciation for good work, a. we increase our positive emotions in defense. b. we fuel positive energy in others. c. we have greater energy. d. we experience an energy drain.

Q: 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.

Q: Some incentive plans do not achieve positive reinforcement results because a. they do not use monetary rewards. b. the incentives are too customized for individual wants and needs. c. what they reward may foster unethical behavior or unproductive competition. d. they result in overmotivation and overproduction to the point of having to lay workers off.

Q: A human quality that involves a giver and a receiver and that benefits both is: a. pride. b. narcissism. c. gratitude. d. serenity.

Q: Which of the following is likely to contribute the least to positive energy in the workplace? a. Encouraging workers to be prideful of their accomplishments. b. Awarding all incentives with cash. c. Practicing common courtesies. d. Providing feedback and affirmation to employees.

Q: Workers experience higher job satisfaction and more satisfied clients if a. they engage more with their coworkers. b. a supervisor helps their self-esteem by providing salary increases. c. managers create better incentive plans. d. their home life is happy.

Q: Kyoko is managing a team of people who are working on a critical project. She wants to use positive reinforcement, but her days are so busy that she never seems to find the time. What should Kyoko do to best overcome this obstacle to the use of positive reinforcement? a. Ask the employees what they want her to say or do. b. Put her own needs aside, lengthen her days, and continue dipping from her "bucket." c. Give everyone a pay raise upon the project's completion. d. Plan and set aside a few minutes each day to provide positive feedback.

Q: American culture has changed from our early days as farmers to a. a culture of creativity and empathy for others. b. the information age. c. an era of small businesses. d. a day when we should send Thank You letters by e-mail.

Q: Positive energy a. finds methods of increasing pay for workers. b. helps us cope with physically demanding work. c. requires feedback and appreciation. d. praises employees at the levels of senior management.

Q: Positive reinforcement is based on two facts about human nature: people appreciate recognition, and they a. want to know how well they are doing. b. prefer money or tangible rewards over verbal feedback. c. want verbal, not physical, strokes for a job well done. d. prefer to be left in the dark than to receive negative feedback.

Q: Refer to Case 10.1. The managers' initial resistance to the positive reinforcement program is an example of which barrier to positive reinforcement programs? a. Preoccupation with self b. The "Too Busy" Syndrome c. Misconceptions about positive reinforcement d. Failing to identify commendable actions

Q: A common misconception about the use of positive reinforcement is that a. managers should focus on what is right and ignore what is wrong when reinforcing behavior. b. the use of positive reinforcement increases the demands for a raise. c. programs of this kind can be implemented with a minimum amount of effort. d. employees value such programs more than good wages. Case 10.1 Antonio's company has an employee orientation program; has an extensive employee performance review program; and encourages managers to praise, write letters of appreciation for jobs well done, and take the time to listen to their employees. Years ago, the company began a positive reinforcement program. Managers were initially reluctant to support the program because they expected employees to begin demanding pay raises. But the company kept working at it, and eventually the program was accepted. Then, in order to increase quality and productivity, assembly-line workers were paid based on piecework for each acceptable component that they built. When the incentive programs were first introduced, employees competed with each other, teamwork was destroyed, and interpersonal relations dropped to an all-time low. Now the incentive programs and other positive reinforcement programs seem to be working. However, due to cutbacks in management levels and increasing work demands, managers are finding it harder and harder to determine which employees most deserve recognition.

Q: Examples in Chapter 10 show that positive energy can be developed in companies by a. being more flexible with working hours and giving quick rewards. b. making employees feel valued by investing in them and their community. c. reinforcing their needs. d. managers who always demonstrate optimism.

Q: Many firms pay extra money to those employees who work extra hours. Critics of this approach make which claim? a. Employees should be able to do all their work during the regular work hours. b. These employees may value more time for family, socializing, and recreation as a reward instead of money. c. Employees are most creative during the first two hours of each day. d. Most people agree that employees should have the incentive of getting paid extra for extra hours.

Q: Managers of Generation Y workers must keep in mind that in order to create and maintain a positive work environment, a. they must use positive reinforcement cautiously so as not to fuel self-preoccupation and narcissism. b. frequent feedback and affirmation are critical. c. they must use more tangible forms of recognition, such as trophies and awards. d. extending courtesies is not as important.

Q: When extending praise to employees, which of the following is recommended? a. Avoid praising employees in public. b. When praising employees, simply tell them they're doing a good job. Avoid specifics. c. Refrain from praising employees more than once every few months so they don't demand a salary increase. d. Praise people immediately.

Q: An example of someone in the flow state is: a. a child who spends hours happily building structures with blocks. b. a painter staring at a blank canvas, seeking inspiration. c. a plumber working voluntary overtime for some extra money. d. a stressed executive who works for hours on a report to meet a deadline.

Q: Narcissism among employees makes positive reinforcement even more effective because it reinforces the individual's self-focus. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

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