Q&A Hero

Q: (p. 72) What is the Pygmalion effect?

Q: (p. 83) The result of job satisfaction is: A. increased commitment to the organization. B. increased pay scales. C. increased absenteeism and tardiness. D. increased turnover.

Q: (p. 81) Providing an employee suggestion box is a good move toward: A. implementing job rotation. B. encouraging cooperation. C. providing accurate feedback. D. making the job easier.

Q: (p. 79-80) Making a job more challenging may mean the job has been: A. enriched. B. enlarged. C. reinforced. D. redeveloped.

Q: (p. 79) Which of the following is NOT one of the suggestions for improving employee motivation? A. Make the work interesting. B. Keep employees constantly occupied. C. Relate rewards to performance. D. Encourage employee participation.

Q: (p. 78) Providing no positive consequences or removing previously provided positive consequences as a result of undesirable behavior is a feature of this type of reinforcement. A. Negative B. Punishment C. Extinction D. Avoidance

Q: (p. 78) All of the following are types of reinforcement EXCEPT: A. avoidance. B. positive. C. preference. D. extinction.

Q: (p. 78) Which of the following approaches is attacked by critics on the grounds that it is overly rational? A. Traditional approach B. Motivation-hygiene approach C. Preference-expectancy approach D. Reinforcement approach

Q: (p. 77) The preference element of the preference-expectancy approach: A. is concerned with the value that the employee places on the rewards that the organization offers. B. refers to increased effort that will lead to increased performance. C. refers to increased performance that will lead to increased rewards. D. is concerned with the fact that the supervisor always gets the maximum returns from the investment in rewards.

Q: (p. 77) Which of the following approaches does not refer to Frederick Herzberg's theory? A. Preference-expectancy approach B. Dual-factor approach C. Motivator-hygiene approach D. Motivation-maintenance approach

Q: (p. 76) Herzberg's theory deals primarily with motivation through: A. salary increases. B. the need for power. C. job design. D. maintenance factors.

Q: (p. 75) The need for power is basically a need to: A. maintain friendly relations. B. be well liked by others. C. do something better than it was previously done. D. influence people.

Q: (p. 75) Which of the following is NOT one of the needs identified by David McClelland? A. Need for safety B. Need for power C. Need for affiliation D. Need for achievement

Q: (p. 75) Maslow believed that an employee's primary motivation: A. was driven by all three levels of needs at the same time. B. was driven by only one need level at any given time. C. was driven by only two need levels at the same time. D. started with higher-order needs and moved down.

Q: (p. 74) The need of people to reach their full potential in terms of their abilities and interests is called a(n): A. social need. B. safety need. C. esteem need. D. self-actualization need.

Q: (p. 74) The highest-order needs in Maslow's hierarchy are ________________ needs. A. physical B. social C. esteem D. self-actualization

Q: (p. 73) The need hierarchy theory is based mostly on the work of: A. Frederick Taylor. B. Elton Mayo. C. David McClelland. D. Abraham Maslow.

Q: (p. 73) Frederick Taylor's traditional theory of motivation dealt mostly with: A. rewards. B. goals. C. needs. D. managers.

Q: (p. 73) Which of the following approaches of motivation evolved from the work of Frederick W. Taylor? A. Preference-expectancy approach B. Motivator-hygiene approach C. Traditional approach D. Dual-factor approach

Q: (p. 72) The Pygmalion effect is the tendency for employees to: A. exceed their level of production during the middle of the week. B. live up to their supervisor's expectations. C. set high expectations of themselves. D. be very complex individuals.

Q: (p. 71) Needs are caused by: A. baser instincts. B. deficiencies. C. satisfaction. D. goals.

Q: (p. 83) Satisfaction is largely determined by the value of rewards and by their relationship to performance.

Q: (p. 83) The factors that determine whether an individual is satisfied with the job differ from those that determine whether the individual is motivated.

Q: (p. 82) Job satisfaction refers to an employee's general attitude toward the job.

Q: (p. 82) Morale is related to group attitudes, while job satisfaction is more of an employee's attitude.

Q: (p. 81) Improperly used criticism can negatively affect motivation.

Q: (p. 80) All employees regard pay as the best reward for a job well done.

Q: (p. 80) One reason that supervisors are reluctant to relate rewards directly to performance is that it is easier to give everyone an equal pay raise.

Q: (p. 78) Both extinction and punishment can be used to decrease the frequency of undesired behavior.

Q: (p. 78) Reinforcement assumes that the consequences of behavior determine an individual's level of motivation.

Q: (p. 76) Herzberg is the person most associated with preference-expectancy approach.

Q: (p. 77) The preference-expectancy approach is based on the assumption that people try to increase pleasure and decrease displeasure.

Q: (p. 76) Proper attention to hygiene factors is a necessary and sufficient condition for motivation.

Q: (p. 76) Hygiene factors are those factors that produce motivation in employees.

Q: (p. 75) McClelland states that most people have a certain degree of achievement, power, and affiliation needs, and the level of intensity does not vary.

Q: (p. 75) As far as the motivation process is concerned, the thrust of the need hierarchy theory is that a satisfied need is not a motivator.

Q: (p. 74) Maslow determined that most people eventually satisfy their need for self-actualization.

Q: (p. 73-74) The highest order needs in Maslow's hierarchy are physical needs.

Q: (p. 73) The need hierarchy theory is based on the assumption that money is the primary motivator of people.

Q: (p. 72) The concept of self-fulfilling prophecy is also known as the Pygmalion effect.

Q: (p. 71) Motivation is not something that the supervisor does to an employee.

Q: (p. 60) Discuss the two things managers can do to reduce problems in communicating in international business activities.

Q: (p. 59-60) Describe the intranet and its advantages.

Q: (p. 57) Describe the grapevine.

Q: (p. 55) Mention the rules of thumb needed to develop oral communication skills.

Q: (p. 54) Mention the basic principles of good writing.

Q: (p. 53) List few examples of nonverbal communication.

Q: (p. 51-52) Mention the steps involved in learning to listen actively.

Q: (p. 50) How do emotions affect our disposition to send and receive communication?

Q: (p. 46) What is the basic purpose of interpersonal communication?

Q: (p. 45) Why is communicating effectively an important supervisory skill?

Q: (p. 58) Which of the following is frequently referred to as the information superhighway? A. E-mail B. The Internet C. The grapevine D. Telephone

Q: (p. 57) Which of the following is true of the grapevine? A. It should always be encouraged because of possible accuracy. B. It is limited to nonmanagement personnel in an organization. C. It always follows the organizational hierarchy. D. It always exists within the formal organizational structure.

Q: (p. 56 Fig 3.11) In a situation where a supervisor wants to praise an employee for outstanding performance, he or she would use: A. oral communication alone. B. written communication alone. C. the grapevine. D. oral communication followed by written communication.

Q: (p. 56 Fig 3.11) When resolving disputes within the company, the most appropriate method of communication is: A. written communication alone. B. oral communication followed by written communication. C. to involve the employees in a brainwriting session. D. oral communication alone.

Q: (p. 55) Which of the following is NOT a rule of thumb that businesspeople need to follow to speak effectively? A. Focus on what is going wrong, rather than what is going right. B. Use your voice to emphasize important words within a sentence. C. When talking face-to-face, establish eye contact. D. Sprinkling your speech with empty fillers will make you sound unprofessional.

Q: (p. 55 Fig 3.9) Which of the following is an example of weak writing? A. Sales were weaker than management had expected. In response, corporate management put a quality-improvement program in place in all production units. B. Interfacing with foreign counterparts is likely to continue in the future at an accelerated pace. C. Everyone in our firm does his or her best to increase the firm's profits. D. The marketing department decided to create two new handouts.

Q: (p. 55 Fig 3.9) Which of the following is an example of strong writing? A. We plan to work closely with foreign partners. B. Sales were terrible this year! C. The decision was made to create two new brochures. D. Every man in this company does his best to increase company profits.

Q: (p. 54) Most business communication is done: A. nonverbally. B. in writing. C. orally. D. through paralanguage.

Q: (p. 54 Fig 3.8) Which of the following questions should you ask yourself when identifying the audience of a document? A. What is the main message I want to convey in this document? B. Why am I writing this document? C. Are there any special sensitivities I should be aware of? D. What action do I want the reader to take after reading it?

Q: (p. 54 Fig 3.8) Which of the following questions should you ask yourself when identifying the purpose of a document? A. What action do I want the reader to take after reading it? B. How much does the reader already know about the topic? C. How will I support the main message? D. How will the reader use the document?

Q: (p. 53) In Japan, a raised eyebrow would be considered an obscene gesture. This is an example of: A. oral communication. B. nonverbal communication. C. selective feedback. D. intercultural communication.

Q: (p. 52) Information flowing from the receiver to the sender is called: A. feedback. B. communication. C. transmission. D. processing.

Q: (p. 51) ________________ involves absorbing what another person is saying and responding to the person's concerns. A. Active listening B. Perception C. Cognitive dissonance D. Communicating

Q: (p. 51) Which of the following is the key to becoming a good communicator? A. Being socially perceptive B. Learning to listen actively C. Speaking in a loud voice D. Responding to nonverbal communication

Q: (p. 47) ________________ are the most common form of interpersonal communication. A. Gestures B. Words C. Symbols D. Facial expressions

Q: (p. 47) ________________ deals with the mental and sensory processes an individual uses in interpreting information he or she receives. A. Listening B. Feedback C. Semantics D. Perception

Q: (p. 47) Which of the following is NOT one of the problems that arise in semantics? A. The receiver not listening well enough B. Groups of people developing their own technical language C. Words and phrases having multiple interpretations D. Outsiders may or may not understand some technical language.

Q: (p. 47) ________________ is the science or study of the meanings of words and symbols. A. Semantics B. Perception C. Paralanguage D. Hermeneutics

Q: (p. 46) Which of the following is NOT a cause of interpersonal communication failure? A. Semantics B. Poor listening habits C. Opinions D. Inappropriate assumptions

Q: (p. 46) Communication between individuals is called: A. interpersonal communication. B. technical communication. C. organizational communication. D. supervisory communication.

Q: (p. 60) Cultural differences exhibited through nonverbal communications complicate communications in international business activities.

Q: (p. 57) Management should use the grapevine to complement formal channels of communication.

Q: (p. 57) The grapevine generally has a poor reputation because it is regarded as the primary source of distorted messages and rumors.

Q: (p. 56 Fig 3.10) Enumeration is a technique used for speaking effectively.

Q: (p. 54) Most business communication is done in writing.

Q: (p. 54 Fig 3.8) When identifying the purpose of a document, you should ask yourself, "How will the reader use this document?"

Q: (p. 53) Paralanguage is a form of nonverbal communication that includes the pitch, tempo, loudness, and hesitations in the verbal communication.

Q: (p. 53) Generally, people do not have the capacity to convey meaning through nonverbal means of expression.

Q: (p. 52) Instead of requesting the receiver to explain what he or she has heard, it is much better to ask that person if he or she understands the message.