Q&A Hero

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 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. 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 her to "cool off." c. Yell back at Jerry. d. Journaling.

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 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 boss, Jerry, seems to have which emotional style? a. Suppression of emotions b. Capitulating to emotions c. Overexpressing emotions d. Accommodating his emotions

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 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. 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. Reflect on her need to express her anger. c. Explain in concepts and in generalities why this situation bothers her so much. d. Suppress her feelings and live with it; this kind of thing happens all the time.

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 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 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: Gina and Bill are managers for two separate projects. Gina works with the 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 withdrawn. c. Gina is more likely to be withdrawn. d. They both have jobs that cause emotional exhaustion.

Q: To identify our emotional style, we can a. ask a friend to assess our emotional patterns. b. choose an emotional style and take on the characteristics of that style. c. take a running inventory of our emotions throughout the day and compare them to the activity that was occurring at the moment. d. fine-tune our emotional style.

Q: It is possible to fine-tune our emotional style by a. taking responsibility for our emotions. b. finding others with bigger problems than our own and talking with them. c. keeping ourselves very busy so that we don't have time to brood or worry. d. talking to uninvolved third parties who can objectively evaluate our feelings.

Q: One way to help ourselves achieve emotional control might be to a. develop ways to help ourselves capitulate to our emotions. b. give physical expression to our emotions. c. anticipate our responses by keeping close track of what touches off our emotions. d. deny and suppress any strong negative emotions until they disappear.

Q: Johanna often feels she is a helpless victim to other people's actions. Her sister frequently decides her schedule dictates which events she will attend. For Johanna, she would rather endure feelings of helplessness 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: Individuals who think before they act and who recognize, accept, and experience their emotions while trying to express them appropriately have a(n) ____ emotional style. a. capitulating b. overly expressive c. accommodating d. suppressive

Q: The emotional style that tends to make the people with whom you work lose respect for and confidence in you is that of ____ emotions. a. capitulating to b. overexpressing c. accommodating d. suppressing

Q: Juan has difficulty at work because he frequently suppresses his emotions. An alternative to inappropriate suppression and expression is a. to allow himself to feel the emotion, then let it go. b. to tell many of his coworkers how he is feeling. c. to assign responsibility for his emotions to external causes. d. to frequently cry.

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: Explain the important elements of the art of forgiving.

Q: Name the barriers to self-disclosure in an organizational setting.

Q: Anne is a loan manager and Ken is her client. Anne lost track of time while working on another project and didn't pick up Ken's papers until almost a week after he submitted them. She now must call Ken to apologize for the delay in starting the approval process and ask a few questions. Identify the three components of an effective apology, and offer an example of a strong apology that Anne might use.

Q: Explain the concept of the 360-degree assessment. What are the benefits and drawbacks of this type of assessment?

Q: Discuss how to use self-disclosure and feedback in order to repair damaged relationships.

Q: What roles do self-disclosure and feedback play in our relationships with others?

Q: Draw two Johari Windows for Diego over time, one representing his communication at the beginning of a relationship and one after a closer relationship has developed. Explain the difference in the size of the panes in the two window designs.

Q: Some new supervisors often stay in ____________________ relationships to avoid getting too close to the people they supervise so they can enforce policies.

Q: Vicki cannot seem to stop thinking, over and over, about how she could have better handled an irate customer she encountered last week. Vicki's continual replay of thoughts is known as ____________________.

Q: Unquestioning belief in another person's competency, commitment, and capacity to care are important components of ____________________.

Q: The assessment approach that involves receiving feedback from one's supervisor, peers, and subordinates is known as the ____________________.

Q: The technique for helping other people look at their own behavior without putting them on the defensive is called ____________________.

Q: Sharing feelings through appropriate ____________________ is a social skill anyone can learn.

Q: The ____________________ of the Johari Window represents your public or awareness area.

Q: Integrity and ____________________ are related in that they involve the alignment of one's values, beliefs, words, and actions.

Q: David was taken aback to learn that people think he talks too long in meetings. This tendency was part of David's ____________________ area of the Johari Window.

Q: ____________________ involves disclosing nonthreatening information, such as your age and favorite food.

Q: Employees usually have a high level of trust for those employers who draw a sharp distinction between role relationships and interpersonal relationships.

Q: The best time to offer self-disclosure, regardless, is "now."

Q: Lack of trust is the most common and most serious barrier to self-disclosure in organizations.

Q: Trust can be damaged by avoiding commitments.

Q: Appropriate self-disclosure avoids the expressions of feelings and emotions and focuses on the factual content of the interpersonal interaction.

Q: Jan tells Jill "I want you to do well and wish you would research more sources in the future" is an inappropriate and way to offer criticism.

Q: An effective apology will communicate the three Rs: Regret, Responsibility, and Rumination.

Q: "I'm sorry; I wish I had informed you of the deadline sooner and will give you more warning in the future" includes acceptance of responsibility.

Q: Apology alone is enough for self-disclosure to repair a relationship.

Q: Strained work relationships often arise because people will not discuss real or imagined problems in the workplace.

Q: It is appropriate to keep some information about yourself hidden from others.

Q: The unknown area of the Johari window never completely disappears because it contains information that may never be known to you or to others.

Q: Constructive criticism is still effective when the listener has an attitude of defensiveness.

Q: The Johari Window identifies six kinds of information about you that affect your communication with others.

Q: It's best to ruminate before self-disclosure.

Q: Individuals that are very private about their personal lives may discover stress relief through appropriate self-disclosure.

Q: Saying "I feel confused; I don't think I can focus with my headache" at work is an equally authentic yet more appropriate form of self-disclosure than saying "I feel confused; it must be because of this hangover from last night."

Q: As a general rule, increased self-awareness is not a benefit of self-disclosure since you are already aware of the information that you communicate about yourself.

Q: Self-description includes telling your co-workers the types of food you enjoy and the movies you like to watch.

Q: When individuals hide their true feelings, it weakens the communication process.

Q: Case 8.1 Ted is a vice-president in a small company. He's a very laid back and private man. Everyone sees him as a very nice but indecisive man. When he makes a decision, he communicates it accurately, but he just won't make them. Ted thinks that he is very decisive; he just likes to be flexible and take his time making decisions. In casual conversations with his secretary, Ted reveals that he went to school in the south, has been married for 20 years, and is thinking about taking a cruise for the first time for this year's vacation. Ted is terrified of making the wrong decision in most situations. He knows this but won't tell anyone, even his wife. You see, he once worked for a very demanding and abusive boss who eventually fired him. Anytime Ted would make a decision this boss disagreed with, whether it was the right decision or not, Ted's old boss would yell and humiliate him in front of others. As a consequence, now, years later, Ted has a tough time making decisions. Refer to Case 8.1. If Ted chose to disclose his past experience with his new boss as a way to help the new boss understand Ted's decision-making process, Ted would need to pay special attention to which element of appropriate self-disclosure? a. Practicing the art of apologizing b. Using it to repair a damaged relationship c. Communicating the experience in terms of facts d. Selecting the right time and place

Q: Case 8.1 Ted is a vice-president in a small company. He's a very laid back and private man. Everyone sees him as a very nice but indecisive man. When he makes a decision, he communicates it accurately, but he just won't make them. Ted thinks that he is very decisive; he just likes to be flexible and take his time making decisions. In casual conversations with his secretary, Ted reveals that he went to school in the south, has been married for 20 years, and is thinking about taking a cruise for the first time for this year's vacation. Ted is terrified of making the wrong decision in most situations. He knows this but won't tell anyone, even his wife. You see, he once worked for a very demanding and abusive boss who eventually fired him. Anytime Ted would make a decision this boss disagreed with, whether it was the right decision or not, Ted's old boss would yell and humiliate him in front of others. As a consequence, now, years later, Ted has a tough time making decisions. Refer to Case 8.1. Ted has decided to talk with his coworkers about how humiliated and defensive he was after one of his former boss's disagreements over his decisions. Ted needs to pay particular attention to which element of self-disclosure? a. Practicing the art of apologizing b. Accurately describing feelings and emotions c. Communicating the situation in terms of facts d. Presenting constructive criticism with care

Q: Case 8.1 Ted is a vice-president in a small company. He's a very laid back and private man. Everyone sees him as a very nice but indecisive man. When he makes a decision, he communicates it accurately, but he just won't make them. Ted thinks that he is very decisive; he just likes to be flexible and take his time making decisions. In casual conversations with his secretary, Ted reveals that he went to school in the south, has been married for 20 years, and is thinking about taking a cruise for the first time for this year's vacation. Ted is terrified of making the wrong decision in most situations. He knows this but won't tell anyone, even his wife. You see, he once worked for a very demanding and abusive boss who eventually fired him. Anytime Ted would make a decision this boss disagreed with, whether it was the right decision or not, Ted's old boss would yell and humiliate him in front of others. As a consequence, now, years later, Ted has a tough time making decisions. Refer to Case 8.1. Ted's inability to make decisions is an example of information in which "pane" of his Johari Window? a. Open b. Blind c. Hidden d. Unknown

Q: Case 8.1 Ted is a vice-president in a small company. He's a very laid back and private man. Everyone sees him as a very nice but indecisive man. When he makes a decision, he communicates it accurately, but he just won't make them. Ted thinks that he is very decisive; he just likes to be flexible and take his time making decisions. In casual conversations with his secretary, Ted reveals that he went to school in the south, has been married for 20 years, and is thinking about taking a cruise for the first time for this year's vacation. Ted is terrified of making the wrong decision in most situations. He knows this but won't tell anyone, even his wife. You see, he once worked for a very demanding and abusive boss who eventually fired him. Anytime Ted would make a decision this boss disagreed with, whether it was the right decision or not, Ted's old boss would yell and humiliate him in front of others. As a consequence, now, years later, Ted has a tough time making decisions. Refer to Case 8.1. By not telling anyone of his fear of making the wrong decision, Ted is preventing which of the following from taking place? a. Role relationships b. Reduction of stress c. 360-degree feedback assessment d. Forgiveness

Q: Case 8.1 Ted is a vice-president in a small company. He's a very laid back and private man. Everyone sees him as a very nice but indecisive man. When he makes a decision, he communicates it accurately, but he just won't make them. Ted thinks that he is very decisive; he just likes to be flexible and take his time making decisions. In casual conversations with his secretary, Ted reveals that he went to school in the south, has been married for 20 years, and is thinking about taking a cruise for the first time for this year's vacation. Ted is terrified of making the wrong decision in most situations. He knows this but won't tell anyone, even his wife. You see, he once worked for a very demanding and abusive boss who eventually fired him. Anytime Ted would make a decision this boss disagreed with, whether it was the right decision or not, Ted's old boss would yell and humiliate him in front of others. As a consequence, now, years later, Ted has a tough time making decisions. Refer to Case 8.1. Ted's conversation with his secretary is an example of a. self-description. b. self-disclosure. c. self-awareness. d. staying in his organizational role.

Q: To facilitate more open communication, supervisors and managers should a. try to become employees' buddies. b. avoid developing role expectations. c. learn to step outside their roles occasionally. d. display a wide range of expectations.

Q: Courtney and Helen have their cubicles next to each other. For the last three years they have maintained a very professional relationship and know very little about each other's personal life. This happens when a. there is too much work to spend time chatting. b. some people belong to the union and others don"t. c. there is a fear of mergers and acquisitions. d. the organization's culture encourages people to hide their feelings.

Q: Trust is a complex emotion that combines three components: a. caring, competency, and commitment. b. control, commitment, and clarity. c. responsibility, remedy, and rumination. d. reliance, dependence, and caring.

Q: Discussing politics and religious beliefs at work a. builds respect for each employee's ways of thinking. b. involves inappropriate amounts of self-disclosure. c. indicates knowledge of a topic. d. encourages closer, more open relationships.

Q: The rules of appropriate self-disclosure include a. delaying the discussion of disturbing situations for as long as possible to diffuse emotions. b. accurately describing your feelings and emotions. c. self-disclosing, regardless of the immediate circumstances. d. learning to trust everyone with your self-disclosures.

Q: When Tamara is alone with Michael, she tells him, "I care about your success as a sales associate and believe that the way you interact with clients is hurting your results." Tamara's criticism could be more constructive if she remembered to a. use "I-statements". b. communicate her regret. c. request a specific change in his behavior in the future. d. address his competency in and commitment to sales.

Q: When Bill is alone with Sally, he apologizes by saying, "I'm sorry about getting angry yesterday. I should have informed you sooner that I rescheduled my appointments." Bill's apology could be even stronger if he had included a. remedy. b. rumination. c. responsibility. d. regret.

Q: Which is true of appropriate self-disclosure? a. It erodes effective professional role relationships at work. b. You can never disclose too much. c. It is a way to achieve good emotional health. d. The best Johari Window to have is when all four windows are the same size.

Q: In a 360-degree feedback assessment strategy, a. low morale is likely to result, even if the assessment is well planned. b. team members discuss each other's strengths and weaknesses together. c. employees are required to self-disclose. d. the feedback is generally anonymous.

Q: Feedback from others can reduce the size of the unknown pane and increase the size of the ____ pane. a. blind b. hidden c. unknown d. open

Q: The unknown area of the Johari Window is a. the same as the blind area. b. made up of private feelings and needs you do not want to share. c. an area you need to enlarge in order to build friendships. d. an area that you, and others, can never know completely and that can never completely disappear.

Q: When a round of downsizing forced Olivia's boss, Karen, to ask Olivia to absorb the responsibilities of the laid-off grant writer, neither woman was sure what to expect. Olivia had never written a grant before, but Karen mentored her along. Over time, they discovered that Olivia had a great talent and interest for the task, and she successfully wrote proposals that were awarded hundreds of thousands of dollars. This example of mentoring resulted in which change in Olivia's self-disclosure? a. Reduction of the unknown window b. Expansion of the blind window c. Reduction of the hidden window d. Decrease of the open window

Q: Improving interpersonal effectiveness and building relationships often require a reduction in the size of the ____ in your Johari Window. a. open area b. blind, hidden, and unknown areas c. hidden area d. unknown area

Q: C H A N G E In Chapter 7 you read about Ursula Burn's personal story about disclosing to the head of Xerox that she was confused. This is an example of a. using the meeting to show her talents. b. ambition. c. the difficulty and challenge of being honest. d. the blind pane in Johari's Window.

Q: Which of the following is true about authenticity? a. It requires blunt honesty at all times. b. It is necessary to temper your authenticity in the workplace for the sake of professionalism. c. It is the unrestricted demonstration of one's true self through communication and interactions with others. d. Individuals who are authentic do not have an unknown area of the Johari Window.

Q: Self-disclosure has a number of benefits, such as a. decreased self-consciousness. b. enhanced professional communication skills. c. more social relationships. d. stronger self-awareness.

Q: The quality of feedback you receive from others depends to a large degree on a. the number of people with whom you come into contact. b. how confident you are. c. how much you practice self-disclosure. d. your presentation skills.

Q: Self-disclosure can increase the accuracy of communication by a. establishing a set time for sharing thoughts and feelings. b. making sure people write down what they feel before they share information. c. improving the quality of reports and memos. d. enabling others to know how to respond effectively to an individual.

Q: Kyoko tells her friend Scott that, this semester, she's taking Accounting 122, Human Resources 156, and Business Ethics 201. This is an example of a. self-awareness. b. self-disclosure. c. self-efficacy. d. self-description.

Q: Jin opens her meeting presentation by saying, "Hello, I'm Jin, and I will be talking with you about doing business in the country I was raised in, South Korea. I miss living in Seoul and often wish I could move back, but I enjoy sharing my culture with others here in the United States. You might be surprised to learn that Koreans like to entertain and be entertained." Jin used self-disclosure by saying a. "Hello, I'm Jin, and I will be talking with you about doing business in the country I was raised in, South Korea." b. "I miss living in Seoul and often wish I could move back..." c. "You might be surprised to learn that Koreans like to entertain and be entertained." d. All of these sentences demonstrate self-disclosure.

Q: Imagine that you are starting your own business and will be hiring three employees. State the nature of your business and specifically describe how you will motivate your employees through all five contemporary motivational strategies.

Q: Create an action plan for reaching one of your goals that addresses all principles of the goal-setting theory.

Q: Identify the five most influential theories of motivation outlined in the text. Compare and contrast their strengths and/or weaknesses.

Q: Identify a person you know that demonstrates grit. Analyze the characteristics they possess and what they do that makes you confident that they are truly "gritty."

Q: Imagine that you manage Generation X and Y workers. Compare/contrast motivational factors that are meaningful to them and suggest how you will motivate them.