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Q:
A first impression, positive or negative, is often formed in the first ____________________ of meeting someone.
Q:
The principle that first impressions establish the mental framework within which a person is viewed and that other evidence is either ignored or reinterpreted is known as the ____________________.
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:
The process of personal ____________________ helps you stand out in a crowd and involves all the ways you can express what you believe and who you are.
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.
Q:
Turning down your radio at work and refilling the copier paper tray after using the machine are examples of civility.
Q:
If a meeting is scheduled for 3pm, it is important meeting etiquette to be punctual and arrive at 3pm.
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.
Q:
Eye contact is as important to a handshake as the duration and firmness of the handshake in creating a proper impression.
Q:
A full, deep grip is likely to convey anger to the other person.
Q:
A soft, limp handshake is likely to communicate warmth and genuine concern for others.
Q:
Social media are not reputable tools if you are building your personal brand.
Q:
Your facial expressions are an important element of your professional image.
Q:
If there is no company policy against certain attire, then it is alright to wear that attire, for example, flip flops.
Q:
Speaking rapidly in the workplace is appreciated because it conveys to your coworkers and supervisors that you are efficient and high energy.
Q:
People who work in a business or professional setting should focus only on serving the customer and not worry about clothing or grooming.
Q:
Most people tend to rely more heavily on voice quality and speech habits during an initial meeting than on anything else.
Q:
If you aspire to be promoted, it is important that you still dress according to the standards of your current position.
Q:
When meeting someone for the first time, it is important to focus on how the other person is feeling about themselves.
Q:
Personal brands are more difficult in large organizations because people are not sure why you are so interested in creating one.
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.
Q:
People form first impressions of others based primarily on assumptions rather than on facts.
Q:
In today's business world, personal impressions created during first contact are not as significant as one's knowledge and technical skills.
Q:
According to the founders of First Impressions, Inc., people will weigh information they receive later on much more heavily than initial information they learn about you.
Q:
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, 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?"
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:
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, 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?"
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:
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, 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?"
Refer to Case 11.1. Cassandra's appearance and office dcor represent which principle of career wardrobe decisions articulated by Susan Bixler?
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:
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, 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?"
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:
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, 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?"
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:
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 long years.
Q:
Which of the following is nottrue about greeting 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. Ask for feedback from friends or coworkers.
d. A firm grip communicates a caring attitude, whereas a week grip communicates indifference.
Q:
In business, an effective speaking voice has a number of qualities to it, including
a. humility.
b. quietness.
c. a lower pitch.
d. confidence.
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. reflect inner emotions more accurately than words do.
b. usually have little to do with the positive or negative impressions others form.
c. are "teleprompters" that help others read your mood and personality.
d. are less important than "good looks" in communicating a positive impression.
Q:
Business casual clothing
a. includes jeans, T-shirts, 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:
Tom is at a meeting with potential clients. Which is an etiquette mistake he could potentially make?
a. Ordering grilled chicken with shrimp 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:
A major factor influencing your choice of clothing for work should be
a. the availability of suitable career apparel.
b. the products and services offered by your employer.
c. what competitors wear.
d. the cost of the career apparel.
Q:
Which of the following contributes to your voice quality?
a. Tone of voice
b. Volume of your speech
c. Diction or clarity of the pronunciation of your words
d. All of these
Q:
____ is the collection of superficial elements, such as appearance, clothing, hairstyle, fragrance, and jewelry, that we use to make a statement about ourselves.
a. Wardrobe engineering
b. Surface language
c. Grooming
d. Etiquette
Q:
Wearing what ever you want to work is
a. probably OK on "casual Friday".
b. a good idea until they create a drss code.
c. conforming to what your peers do.
d. something a CEO can do.
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:
"Judging a book by its cover" summarizes the impact of
a. etiquette.
b. personal charisma.
c. business casual attire.
d. surface language.
Q:
According to the authors, which is not one of the 12 major factors that form your image?
a. Self-esteem
b. Handshake
c. Traditions
d. Dress and grooming
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.
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 how the other person feels about themselves when you make contact with them.
c. Offer a handshake.
d. Examine your professional presence.
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:
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:
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:
In the opening of Chapter 11, you were met a person who was very successful in her competitive market because she built a __________________ with her special talents and promoted it.
a. career
b. image
c. first impression
d. personal brand
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:
What are the consequences of being a "positive person".
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:
____________________ is the emotional high that follows performance and success.
Q:
Every time a waiter or waitress receives a 5-star rating 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:
A(n) ____________________ group is a meeting where everyone agrees to be especially aware of what they say, how well they listen, and how well they give feedback to others.
Q:
____________________ is a term used to describe the human condition of a preoccupation with self.
Q:
In the presence of intangible rewards like praise, workers frequently demand ____________________/____________________ tangible rewards.
Q:
Writing a thank you note after a being interviewed for a job or after receiving a generous gesture is an important ____________________.
Q:
Many small business have developed a ________________________________ where employees feel engaged.
Q:
You can train yourself to become a more positive person. The most effective exercise is to ____________________ with coworkers.
Q:
In our hectic, over-stimulated work culture, one should find a state of mind to reflect on the meaning of our actions and how they affect our lives. This state of mind is called ________________.
Q:
The force that helps people to do things with intensity and vitality is called ____________________.
Q:
Organizations that provide superior customer service do so by putting the needs and satisfaction of the customers above those of the employees.
Q:
Individuals who build up the pride of other people in the business world are usually middle managers.
Q:
Incentive programs can foster unethical behavior or undermine teamwork by making employees compete for awards or recognition.
Q:
According to the Dipper and Bucket Theory, showing gratitude can fill both the giver's and receiver's buckets simultaneously.
Q:
A reinforcer is a planned activity designed to motivate employees to achieve an organizational objective.
Q:
Managers can build stronger, more positive relationships with Generation Y workers by providing them with frequent feedback and affirmation.
Q:
When Jim told his manager, John, "I think I hit the wrong button," John responded "Again?!" According to the Dipper and Bucket Theory, John has drained and diminished Jim and himself.
Q:
Positive reinforcement is less effective between peers or from subordinates to managers than from managers to subordinates.
Q:
Pride is a feeling of superiority, which almost always gives way to negative energy throughout the company.
Q:
Dialogue groups promote self-reflection and increased self-awareness and provide a more authentic interaction with coworkers.
Q:
Some managers believe that positive reinforcement will reduce their power or control over workers.
Q:
Narcissism among employees makes positive reinforcement even more effective because it reinforces the individual's self-focus.
Q:
Recognizing accomplishments is a positive reinforcer.
Q:
Praise that is given after a considerable amount of time has passed the positive behavior is just as reinforcing and powerful as praise that is given immediately.