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Management
Q:
Some managers believe that positive reinforcement will reduce their power or control over workers.
a. True
b. False
Q:
Humans are psychologically hardwired to notice negative events more than positive ones.
a. True
b. False
Q:
Negative work environments with "actively disengaged" workers suffer poor performance.
a. True
b. False
Q:
Research has demonstrated that happiness on the job can but usually does not correlate with happiness in our personal lives.
a. True
b. False
Q:
A reinforcer is a planned activity designed to motivate employees to achieve an organizational objective.
a. True
b. False
Q:
Praise that is given after a considerable amount of time has passed since the positive behavior is just as reinforcing and powerful as praise that is given immediately.
a. True
b. False
Q:
There is very little you can do to change in an effort to be happy because of the way you were raised.
a. True
b. False
Q:
When Jim told his manager, John, "I think I hit the wrong button," John responded, "Again?!" According to the Theory of the Dipper and Bucket, John has drained and diminished Jim.
a. True
b. False
Q:
Organizations whose cultures are characterized by positive energy enjoy benefits such as increased productivity, improve customer satisfaction, and increased profits.
a. True
b. False
Q:
According to Dr. Judith Orloff, how you respond to people and places determines, to a large degree, your energy level.
a. True
b. False
Q:
In the field of positive psychology, a person in a state of flow is fully immersed in a feeling of energized focus related to absorption in a task that he or she greatly enjoys.
a. True
b. False
Q:
Positive reinforcement is less effective between peers or from subordinates to managers than from managers to subordinates.
a. True
b. False
Q:
Individuals who build up the pride of other people in the business world are usually middle managers.
a. True
b. False
Q:
Organizations that provide superior customer service do so by putting the needs and satisfaction of the customers above those of the employees.
a. True
b. False
Q:
B. F. Skinner maintained that a living organism will tend to repeat a particular behavior if that behavior is accompanied by a reinforcer.
a. True
b. False
Q:
Managers can build stronger, more positive relationships with Generation Y workers by providing them with frequent feedback and affirmation.
a. True
b. False
Q:
Recognizing accomplishments is a positive reinforcer.
a. True
b. False
Q:
The field of psychology and psychologists have devoted most of their research to mental illnesses.
a. True
b. False
Q:
Pride is a feeling of superiority, which almost always gives way to negative energy throughout the company.
a. True
b. False
Q:
You are the owner of a small event-planning business. Executing each event requires the cooperation of every one of your five employees. Design an incentive program that rewards both the work of your staff team as a whole and the work of the individual employeeswithout inciting competition that detracts from good teamwork. The program must incorporate the three fundamentals described in Chapter 10.
Q:
Briefly explain Tom Rath and Donald Clifton's Theory of the Dipper and the Bucket. How would you explain a bucket with holes using this analogy? Then, create a timeline of three events that might happen throughout a workday that demonstrate the Theory of the Dipper and Bucket. For each event, be sure to indicate whose bucket(s) was filled or depleted.
Q:
Imagine you are a business consultant, and the owner of a small business has asked for your advice. Her catering company is suffering from serious negativity, low morale, and sluggish productivity. Provide at least five solutions for how she can reverse the negativity and create positive energy.
Q:
When it comes to positive reinforcement, many people do not know what to do. Identify some activities through which we can show approval.
Q:
Do you agree that people and organizations need positive experiences to thrive? Name three authors who provide support for positive experience and explain their point of view. Then, provide your own evidence to support your position.
Q:
Contrast positive and negative energy in an organization.
Q:
What are the consequences of being a positive person?
Q:
How should a manager build an incentive plan for a team-oriented work environment?
Q:
What are some common misconceptions that managers have about positive reinforcement?
Q:
Showing gratitude is an important courtesy. Pretend you have just finished interviewing for a job of your choice. Using the principles of thank-you letter writing explained in Chapter 10, write a thank-you note to your interviewer.
Q:
____________________ is the emotional high that follows performance and success.
Q:
The force that helps people to do things with intensity and vitality is called ____________________.
Q:
Writing a ______________ after a being interviewed for a job or after receiving a generous gesture is an important courtesy that is also associated with individual and organizational success.
Q:
In our hectic, over-stimulated work culture, one should find a state of mind that carries the urge to savor your current circumstances and find ways to integrate them into your life more fully. This state of mind is called ________________.
Q:
____________________ is a term used to describe the human condition of a preoccupation with self.
Q:
In the absence of intangible rewards like praise, workers frequently demand ____________________ tangible rewards.
Q:
Many businesses, including Clinic Service Corporation, Migros Ticaret A.S., and Salesforce.com, have developed a positive ________________________________ where employees feel engaged.
Q:
Every time a waiter or waitress receives a 5-star service rating submitted by a customer, he/she earns bonus points, which can be accumulated and redeemed for various prizes. This arrangement is an example of a(n) ____________________.
Q:
You can train yourself to become a more positive person. The most effective exercise is to engage positively with people in your ____________________ network.
Q:
Refer to Case 9.1. Anne's strategy for dealing with her feelings about her cat is an example of fine-tuning ones emotional style by
a. expressing feelings in a timely manner.
b. taking steps to move beyond sadness and guilt.
c. seeking feedback.
d. putting the problem into proper perspective.
Q:
Albert frequently feels anxious when he has to participate in meetings at work, and is concerned that his nervous demeanor will mislead coworkers into perceiving him as incompetent at his job. In his personal life, he struggles with the compulsion to eat a whole pint of ice cream every time he has a quarrel or misunderstanding with his girlfriend. Which practice could help Albert overcome both of these problems?
a. Mindfulness
b. Transactional Analysis
c. Cultural intelligence
d. Temperament adjustment
Case 9.1
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately she has hardly been able to function. While talking to a friend about how she was feeling, she suddenly remembered how distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a self-help group in order to get control of her feelings. That same week a coworker had failed to fulfill her responsibilities on an important project, resulting in delays. Anne was "chewed out" by her boss as a result. Anne wants to tell the coworker how angry she was. Anne's boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it, quickly and fully.
Q:
Refer to Case 9.1. What should Anne do to take control of her anger before she expresses it to her coworker?
a. Recognize and accept the anger of her boss.
b. Remind herself that her coworkers behavior was probably not directed against her personally.
c. Explain using generalities why her coworkers failure to perform bothers her so much.
d. Suppress her feelings and live with it; this kind of thing happens all the time.
Q:
Gina and Bill are managers for two separate projects. Gina supervises robotics repair and maintenance. Bill receives all the customer complaints that his customer service staff cannot handle.
a. Gina has the more difficult job.
b. Bill is more likely to be exhausted and withdrawn at the end of the day.
c. Gina is more likely to be exhausted and withdrawn at the end of the day.
d. They both have jobs that cause emotional exhaustion.
Case 9.1
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately she has hardly been able to function. While talking to a friend about how she was feeling, she suddenly remembered how distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a self-help group in order to get control of her feelings. That same week a coworker had failed to fulfill her responsibilities on an important project, resulting in delays. Anne was "chewed out" by her boss as a result. Anne wants to tell the coworker how angry she was. Anne's boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it, quickly and fully.
Q:
Refer to Case 9.1. Anne's emotions about her cat and her inability to function are examples of the influence of ____ on our feelings.
a. gender
b. anger
c. temperament
d. the subconscious mind
Q:
Anger:
a. is always irrational.
b. management is a very simple but important skill to learn.
c. clarifies thinking and improves decision making.
d. is usually a response to a perceived injustice.
Case 9.1
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately she has hardly been able to function. While talking to a friend about how she was feeling, she suddenly remembered how distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a self-help group in order to get control of her feelings. That same week a coworker had failed to fulfill her responsibilities on an important project, resulting in delays. Anne was "chewed out" by her boss as a result. Anne wants to tell the coworker how angry she was. Anne's boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it, quickly and fully.
Q:
Refer to Case 9.1. Anne's boss, Jerry, seems to have which emotional style?
a. Suppression of emotions
b. Capitulating to emotions
c. Overexpressing emotions
d. Accommodating his emotions
Q:
One way to help yourself achieve emotional control might be to
a. develop ways to help yourself capitulate to your emotions.
b. give physical expression to your emotions.
c. anticipate your responses by keeping close track of what touches off your emotions.
d. deny and suppress any strong negative emotions until they disappear.
Case 9.1
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately she has hardly been able to function. While talking to a friend about how she was feeling, she suddenly remembered how distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a self-help group in order to get control of her feelings. That same week a coworker had failed to fulfill her responsibilities on an important project, resulting in delays. Anne was "chewed out" by her boss as a result. Anne wants to tell the coworker how angry she was. Anne's boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it, quickly and fully.
Q:
Refer to Case 9.1. What would be an effective way for Anne to express her anger to Jerry?
a. Tell him "I feel very upset when you yell at me, especially in front of my coworkers."
b. Wait a few weeks before talking with Jerry in order to allow herself to "cool off."
c. Yell back at Jerry.
d. Journal about her anger, then send a summary to Jerry as an e-mail.
Q:
Leadership training that emphasizes rational or logical business processes can cause
a. increased emotional intelligence.
b. failure to understand the importance of emotions in the workplace.
c. negative emotions.
d. lower employee turnover and burnout.
Case 9.1
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately she has hardly been able to function. While talking to a friend about how she was feeling, she suddenly remembered how distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a self-help group in order to get control of her feelings. That same week a coworker had failed to fulfill her responsibilities on an important project, resulting in delays. Anne was "chewed out" by her boss as a result. Anne wants to tell the coworker how angry she was. Anne's boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it, quickly and fully.
Q:
Do you believe that a business can be successful while operating under the philosophy "it's not personal; it's business"? Explain the reasoning behind your viewpoint.
Q:
Why is the "accommodating" emotional style the most effective style of all in the workplace?
Q:
Imagine you are taking a job that requires you to move to a location with an unfamiliar culture. Choose a location, then explain how you would sharpen your cultural intelligence and prepare yourself for success.
Q:
Describe briefly the two components of emotional competence as presented by Daniel Goleman's popular books on emotional intelligence.
Q:
Identify two ways to achieve control over emotions.
Q:
Explain how emotions play a role in the workplace.
Q:
Define emotional intelligence. What is its relationship to standard intelligence and cultural intelligence?
Q:
Emotions are an important element of who you are and how you respond to life. What are emotions? What hinders emotional balance?
Q:
Discuss the four different emotional styles used by individuals to display emotions.
Q:
Lisa was born and raised in rural Indiana. She found a job teaching in the projects of New York City. She now possesses a great ability to interpret the actions, gestures, and speech patterns of her diverse body of students. Lisa demonstrates high ____________________.
Q:
John experienced ridicule and deep shame as a child after not giving a class presentation well. According to the ____________________ theory, one might expect John as an adult to again feel judged and ashamed when making a presentation for a meeting.
Q:
While it cannot be eliminated, what steps can an employer take to limit workplace violence?
Q:
One factor that influences our emotions is our ____________________ mind, or the vast storehouse of forgotten memories, desires, and ideas that influence our behavior and responses in various situations.
Q:
____________________ refers to the competencies that determine how we handle relationships, such as listening openly, negotiating, and resolving disagreements.
Q:
____________________ encompasses a wide range of behaviors, including hostile remarks, physical assaults, and threatening phone calls.
Q:
A temporary feeling that can have positive, negative, or mixed qualities is a(n) ____________________.
Q:
A persons ____________________, or how she deals with her emotions, starts to take shape before birth and evolves over many years. By adulthood, it has typically settled into one of four patterns.
Q:
Miguel is aware of his emotions and their effects on others and is able to keep his disruptive emotions and impulses in check. Miguel demonstrates ____________________ competence.
Q:
A person's individual style and frequency of expressing needs and emotions is referred to as his ____________________ and is originally biologically and genetically based.
Q:
We sometimes experience ____________________ when we inhibit the expression of certain emotions or become fixated on a single emotion.
Q:
A person who inhibits or overemphasizes her expression of some emotions is suffering from
a. a lack of emotional balance.
b. intellectual incompetence.
c. a flawed character.
d. emotional expressivism.
Enter the appropriate word(s) to complete the statement.
Q:
To identify your emotional style, you can
a. ask a friend to assess your emotional patterns.
b. choose an emotional style and take on the characteristics of that style.
c. take a running inventory of your emotions throughout the day, including the activities that accompanied these emotions.
d. fine-tune your emotional style.
Q:
When Dan was growing up, his mother very often ordered him to "do this" and "don't do that," which angered him. Now as an adult, Dan has a female boss who occasionally checks up with him by asking him if he remembered to "do this/that." According to the Transactional Analysis theory, one would most expect Dan to
a. appreciate his boss's concern.
b. be conscious of his emotional response and its relationship with his childhood experiences.
c. interpret his boss's questions as badgering and feel angry.
d. react with guilt and self-doubt, regardless of his boss's gender.
Q:
It is possible to fine-tune your emotional style by
a. taking responsibility for your emotions.
b. finding others with bigger problems than your own and talking with them.
c. keeping yourself very busy so that you don't have time to brood or worry.
d. talking to uninvolved third parties who can objectively evaluate your feelings.
Q:
Emotional competence includes two major dimensions: personal competence and
a. character.
b. intellectual capacity.
c. temperament.
d. social competence.
Q:
Workplace violence can be diminished by implementing a number of practices, such as
a. escorting terminated employees from the building and warning them not to return.
b. dismissing or disciplining any employee who voices dissatisfaction over the work environment before he or she becomes angry enough to become violent.
c. terminating disgruntled employees as soon as possible.
d. using hiring procedures to screen out unstable individuals.
Q:
Johanna often feels she is a helpless victim to other people's actions. Her sister frequently decides her schedule and dictates which events she will attend. Johanna prefers to endure feelings of helplessness rather then confront her sister about how she feels. This is an example of which emotional style?
a. Suppressive
b. Overexpressing
c. Accommodating
d. Capitulating
Q:
Which of the following is true about violence in the workplace?
a. The most common form of violence is lethal physical assault on employees.
b. It incurs immense costs in terms of human suffering but minimal monetary costs.
c. It is often triggered by factors external to work, such as divorce or separation.
d. By definition, workplace violence is triggered only by conflicts with coworkers.
Q:
It is important to manage your anger. You can do this in a number of ways, including
a. giving immediate and full expression to your anger so that it doesn't build to dangerous levels.
b. expressing your anger physically so that it will dissipate the intensity of the feeling.
c. delaying the expression of anger as long as possible.
d. becoming conscious of specific triggers of your anger.
Q:
Case 9.1 Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately she has hardly been able to function. While talking to a friend about how she was feeling, she suddenly remembered how distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a self-help group in order to get control of her feelings. That same week a coworker had failed to fulfill her responsibilities on an important project, resulting in delays. Anne was "chewed out" by her boss as a result. Anne wants to tell the coworker how angry she was. Anne's boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it, quickly and fully. Refer to Case 9.1. Anne's strategy for dealing with her feelings about her cat is an example of fine-tuning ones emotional style by a. expressing feelings in a timely manner. b. taking steps to move beyond sadness and guilt. c. seeking feedback. d. putting the problem into proper perspective.
Q:
Individuals with high cultural intelligence
a. frequently question themselves as to how to behave and communicate in other cultures.
b. can quickly analyze and appropriately react to people and situations in unfamiliar cultures.
c. possess charisma that enables them to communicate and behave in ways that are acceptable to their own culture, even while in foreign cultures.
d. are only able to exercise their skill in foreign countries.
Q:
One way to effectively express your anger is by
a. describing it in subtle, ambiguous terms.
b. reacting in a manner that is consistent with the full depth of your emotions.
c. expressing your feelings in a timely, non-accusatory manner.
d. journaling about your feelings and then showing your journal to the person with whom you are angry.