Question 1

Emotional competence includes two major dimensions, personal competence and ____________  a) character  b) intellectual capacity  c) temperament  d) social competence

Accepted Answer

social competence

Question 2

Leadership training that emphasizes rational or logical business processes can cause __________  a) increase emotional intelligence  b) failure to understand the importance of emotions in the workplace  c) negative emotions   d) lower employee turnover

Accepted Answer

failure to understand the importance of emotions in the workplace

Question 3

It is important to manage your anger. You can do this in a number of ways, including  a) giving a quick and full expression of your anger so it does not rise to dangerous levels  b) expressing your anger physically so 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

Accepted Answer

becoming conscious of specific triggers of your anger

Question 4

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 feels   c) to assign responsibility for his emotions to external causes   d) to frequently cry

Accepted Answer

to allow himself to feel the emotion then let it go

Question 5

The emotional style that tends to cause coworkers to lose respect and confidence in you is that of __________ emotions   a) capitulating to   b) overexpressing  c) accommodating  d) suppressing

Accepted Answer

overexpressing

Question 6

Organizations often find success when they follow the motto \"it\'s not personal, it\'s just business.\"  a) true  b) false

Accepted Answer

false

Question 7

Our temperatment, which is relatively fixed from a very early age, is simply our early predisposition to the way we display our emotions  a) true  b) false

Accepted Answer

true

Question 8

According to Transactional Analysis, forgotten memories cannot influence decision making  a) true  b) false

Accepted Answer

false

Question 9

In the Sedona method you can make positive changes in your life by \"letting go\"  a) true  b) false

Accepted Answer

true

Question 10

It is important for your physical health to cultivate positive mental states like kindness and compassion  a) true  b) false

Accepted Answer

true

Question 11

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

Accepted Answer

the force that helps us do things with vitality and intensity

Question 12

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

Accepted Answer

try to experience three positive thoughts for every negative one

Question 13

Kelly has a meeting with Mark. When she arrives, Mark is on the phone. Mark tells the caller that his meeting appointment has arrived and he will return the phone call later. This is an examply of   a) dialogue  b) positive energy  c) courtesy   d) praise

Accepted Answer

courtesy

Question 14

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 of job well done  d) prefer to be left in the dark rather than receive negative feedback

Accepted Answer

want to know how well they are doing

Question 15

Some incentive plans do not achieve positive reinforcement results because  a) They do not use monetary rewards  b) The incentives are too customized to individual wants and needs  c) What they reward may foster unethical behavior or unproductive competition  d) They result in overmotivation and over production to the point that people have to be laid off

Accepted Answer

what they reward may foster unethical behavior or unproductive competition

Question 16

In an effort to be happy, there is very little you can do to change because of the way you were raised  a) true  b) false

Accepted Answer

false

Question 17

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

Accepted Answer

true

Question 18

Research has shown that happiness on the job can, but does not usually, transmit into our personal lives  a) true  b) false

Accepted Answer

false

Question 19

Praise that is given after a considerable amount of time has passed the positive behavior is just as reinforcing and powerful as praise given immediately   a) true  b) false

Accepted Answer

false

Question 20

Positive reinforcement is less effective between peers or from subordinates to managers than from managers to subordinates  a) true  b) false

Accepted Answer

false

Question 21

According to psychologists, the \"primacy effect\"  a) refers to the person who is dominant in the 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

Accepted Answer

establishes the initial mental framework within which another person is viewed

Question 22

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 expressed purpose   b) you have a 5-10 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 accepts or reject an employee or a firm

Accepted Answer

your handshake and facial expression dominate all other elements of your appearance

Question 23

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

Accepted Answer

traditions

Question 24

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

Accepted Answer

all of these

Question 25

In business, an effective speaking voice has a number of qualities to it including  a) humility  b) quietness  c) a lower pitch  d) confidence

Accepted Answer

confidence

Question 26

In today\'s business world, personal impressions made during first contact are not as significant as one\'s knowledge and technical skills  a) true  b) false

Accepted Answer

false

Question 27

Turning down your radio at work and refilling the copier paper tray after using the machine are examples of civility  a) true  b) false

Accepted Answer

true

Question 28

In a handshake, a full, deep grip is likely to convey anger to the other person  a) true  b) false

Accepted Answer

false

Question 29

Speaking rapidly in the workplace is appreciated because it conveys to your coworkers and supervisors that you are high energy and efficient  a) true  b) false

Accepted Answer

false

Question 30

If you aspire to be promoted, it is important that you still dress according to the standards of your current position   a) true  b) false

Accepted Answer

false

Question 31

Without _________ it is impossible to build a trusting relationship with the people you lead   a) charisma  b) strength  c) intelligence  d) character

Accepted Answer

character

Question 32

Teams composed of part time employees are more prone to experience team dysfunction due to   a) inattention to detail  b) lack of skill  c) lower organizational commitment   d) task-related factors

Accepted Answer

lower organizational commitment

Question 33

According to McGregor, an effective work team is characterized by   a) an avoidance of disagreement  b) a free expression of team member\'s feelings as well as ideas  c) participation by all members with diverse division  d) a formal, highly structured atmosphere

Accepted Answer

a free expression of team member\'s feelings as well as ideas

Question 34

Organizations in America are using teams because   a) there is not one overall best management style  b) there are so many layoffs and mergers  c) leaders find it saves them money  d) it is proven to be an effective strategy

Accepted Answer

it is proven to be an effective strategy

Question 35

Leaders must often assume the role of the   a) follower  b) superiority  c) coach  d) coworker

Accepted Answer

coach

Question 36

Behavioral research suggests that leaders are born, not made  a) true  b) false

Accepted Answer

false

Question 37

Effective cross-functional teams need management to clearly state their purpose   a) true  b) false

Accepted Answer

true

Question 38

A highly structured manager encourages upward communication  a) true  b) false

Accepted Answer

false

Question 39

Team members of an effective team fulfill dual roles: that of team member and leader  a) true  b) false

Accepted Answer

true

Question 40

Before documenting a problem with an employee\'s performance, a good coach must first convince the employee that an issue exists and that improvement is necessary   a) true  b) false

Accepted Answer

false

Question 41

The Power of Recognition

Accepted Answer

- one of the easiest and most powerful ways to make employees feel important and needed  - for some, frequent feedback may be more important than salary  - recognition can increase repetition of desired behaviors  - don\'t miss opportunities to praise and generate positive energy

Question 42

Courtesy Can Be Contagious

Accepted Answer

- courtesy means: being considerate of others in small ways, showing respect for what others revere, and treating everyone with consideration  - courtesy can be easily overlooked

Question 43

Importance and Barriers of Positive Reinforcement

Accepted Answer

- people want to know how they are doing  - people appreciate recognition for their accomplishments  - people often prefer negative feedback to no feedback at all   - barriers to positive reinforcement: narcissism, misconceptions, \"too busy,\" don\'t know what to say

Question 44

Incentives

Accepted Answer

- planned activity designed to motivate employees to achieve an objective   - can be cash or non cash rewards   - improve quality, ensure safety, foster teamwork, reward participation in wellness programs, increase sales, decrease absenteeism, improve customer service

Question 45

Relationship Between Emotion, Thought, and Behavior

Accepted Answer

Activating Event -> feelings, rational and irrational thinking, and behavior

Question 46

Achieving Emotional Balance

Accepted Answer

- choices can be dictated by our cognitions (reason), emotions (feelings) or both  - emotional imbalance can be due to: learned inhibition of certain emotions and overemphasis on the expression of others and fixation on a single emotion

Question 47

Factors that influence our Emotional Development

Accepted Answer

- temperament: refers to a person\'s individual style of expressing needs and emotions (activity, intensity, adaptability, general disposition), primarily biologically based, affected by the environment during development

Question 48

Factors that influence our emotions

Accepted Answer

Unconscious influences: transactional analysis   - unconscious childhood memories can bring out emotions, causing us to experience emotions out of proportion to a current situation    Transactional Analysis theory  - the brain records both: events and feelings associated with events

Question 49

Emotional Styles

Accepted Answer

- some develop intellectual strategies to avoid dealing directly with emotional reactions   - habitually suppressing, denying, pretending emotions don\'t exist is unhealthy, unproductive   - capitulating your emotions: people see themselves as helpless victims of feelings that they cannot control  - overexpressing your emotions: frequently displays lack of emotional control (vulgar language, teary eyes, raised voice)  - accommodating your emotions: people recognize, accept and experience emotion

Question 50

Coping with your Anger and Others\'

Accepted Answer

- anger is often a response to perceived injustice   - learning to address anger is important  - intense anger often takes the form of rage such as road rage  - workplace rage can take the form of yelling, verbal abuse, and physical violence

Question 51

Effective Ways to Express Your Anger

Accepted Answer

- avoid reacting in a manner that may seem emotionally unstable or irrational  - do not blame or make accusations  - express your feelings in a timely manner  - be specific as you describe the factors that triggered your anger, and be clear about the resolution you are seeking

Question 52

How to Handle Others\' Anger

Accepted Answer

- recognize and accept the other person\'s anger  - encourage the angry person to vent feelings  - do not respond to an angry person with your anger  - give the angry person feedback

Question 53

Violence in the Workplace

Accepted Answer

- any act against an employee that creates a hostile work environment and negatively affects the employee, either physically or psychologically   - these acts include all types of physical or verbal assaults, threats, coercion, intimidation and all forms of harassment

Question 54

Preventing Workplace Violence

Accepted Answer

- use hiring procedures that screen out unstable persons   - develop a strategy for dealing with incidents before they actually occur  - if someone must be fired or laid off, do so in a way that does not demoralize the employee  - provide out-placement services for laid-off or terminated employees (job search skills, retraining, counseling)  - provide supervisors and managers with training that will help them prevent workplace violence and deal effectively with it

Question 55

Emotional Intelligence

Accepted Answer

- EI contributes 80-90% of the competencies that distinguish outstanding from average leaders  - EI is believed to be something that can be learned  - self-awareness, self-management, social awareness, and relationship management

Question 56

Professional Presence

Accepted Answer

- dynamic blend of poise, self-confidence, control and style  - empowers us to be able to command respect in any situation  - permits us to project confidence that others can quickly perceive  - to project this confidence, we need to feel confident

Question 57

Importance of Making a Good First Impression: Primacy Effect

Accepted Answer

- tendency to form and retain impression quickly at the time of initial meeting  - initial info tends to carry more weight than info received later  - later info is either ignored or reinterpreted based on initial framework  - first impression represent 100% of what they know about you at that point

Question 58

Importance of Making a Good First Impression: First few seconds, assumptions vs facts

Accepted Answer

- we make decisions subconsciously in a split second and often our thinking is irrational  - initial impressions are made up of assumptions and facts  - people tend to rely more heavily on assumptions  - the briefer the encounter, the greater the chance for misinformation

Question 59

The Image You Project - Surface Language and Selecting Career Apparel

Accepted Answer

- a pattern of immediate impressions conveyed by appearance  - dress for the job you want, not the one you have    - special uniforms for particular jobs  - project an image of consistent quality, good service and uniqueness  - your clothing and accessories convey a message, be careful of what that message is

Question 60

The Image You Project - Facial Expression

Accepted Answer

- after overall appearance, facial expressions are the most visible part of you  - cues most people rely on in initial interactions   - provides clues by which others read your mood and personality  - quickly trigger positive or negative reaction from those you meet  - being good looking is not as important as your ability to communicate positive impressions with a pleasant smile and eye contact

Question 61

The Image You Project - Entrance and Carriage

Accepted Answer

- project self confidence with: a strong stride, friendly smile, good posture, a genuine sense of energy  - nervous or apologetic entrance may ruin your chances of getting a job, closing a sale, or getting the raise you have earned

Question 62

The Image You Project - Through Voice Quality and Speech

Accepted Answer

- voice qualities that contribute to your image: tone of voice, rate of speech (rapid speech=irritating, too slow=low energy or intelligence), volume, ability to pronounce words clearly (diction), speech habits (avoid teen speak, regional lingo, skipping consonants)

Question 63

The Image You Project - Your Handshake

Accepted Answer

- can communicate warmth, genuine concern, strength or aloofness, indifference and weakness  - degree of firmness and dryness of hands  - duration of grip, depth of interlock, and eye contact during handshake

Question 64

Make Your Social Media Profile Consistent with Your Brand

Accepted Answer

- photo should look professional  - reflect the image you wish to portray, in content and design  - Is this the image I want my future employer to see?   - Keep current by posting regularly, commenting on news and sharing links to informative articles

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