question

Which of the following actions might be part of a GAPS initiative to help an individual become a subject matter expert?

answer

Ingratiation to the individuals who are ranked higher within the organization.

question

Individuals with high technical skills are seldom a member of a leader's in-group if they have weak interpersonal skills.

answer

False

question

Attribution:

answer

is the process of assigning underlying causes to behaviors.

question

Which of the following refers to the tendency to make external attributions for one's own failures yet make internal attributions for one's successes?

answer

Self-serving bias

question

Which term refers to a kind of learning between the individual and the environment in which learners seek and receive relatively little feedback?

answer

Single-loop learning

question

Leadership development is enhanced when experience involves which three processes?

answer

Action, observation and reflection

question

Which of the following statements is correct about action learning?

answer

All three statements about action learning are true. Action learning often involves assignment to a work team that addresses real time, real world challenges the organization is facing. The level of demonstrated effectiveness of action learning programs for leadership development has not kept pace with their use for idea generation. In short, it's an underutilized component. Adults learn best by participating and doing which is the basic philosophy of action learning.

question

According to the textbook authors, which of the following in not a core component of the complex phenomenon called leadership?

answer

Environmental disaster

question

Keeping a journal is recommended as a method to analyze events from different perspectives and increase the likelihood that leaders will do so effectively.

answer

True

question

Perception

answer

affect(s) all three phases of the action-observation reflection model and thus plays a very important role in what anyone will extract from a leadership course.

question

When considering the difference in a manager and a leader, leaders are more often associated with

answer

change

question

Which of the following is not an example of a "10% stretch" behavior?

answer

Using a motivational practice that has been very successful in the past

question

The monikers leader and manager are vastly different in scope. Which of the following descriptions most frequently is associated with manager?

answer

Efficiency

question

Which term refers to a process by which an older and more experienced person helps to socialize and encourage younger organizational colleagues?

answer

Mentoring

question

Research has shown that some people become derailed because they are reluctant to adapt to superiors who have leadership styles that are different from their own.

answer

True

question

According to the textbook, which of the following is a comprehensive and helpful characterization of leadership?

answer

The process of influencing an organized group towards accomplishing its goals.

question

Which term refers to the situation in which one's expectations (efficacy) or predictions help determine the very results predicted?

answer

Self-fulfilling prophecy

question

Which of the groups below is not a basic type of followership?

answer

Animated followers

question

Leadership is

answer

an interpersonal relation in which others comply because they desire to do so.

question

Which of the following is a myth associated with leadership development?

answer

Good leaders are born with the traits and abilities which make them successful leaders.

question

While each of the following components are valuable to the development of one's leadership ability, making the most of _____________ is the key

answer

Experience

question

Which of the following is a conventional distinction between managers and leaders?

answer

Managers maintain while leaders develop

question

The end result of leadership as opposed to management is

answer

the process of coordinating the work of group members.

question

Which of the following statements concerning the rational and emotional aspects of leadership is false?

answer

Leadership includes actions and influences basted on only reason and logic.

question

Most intelligence and aptitude tests are good examples of

answer

convergent thinking

question

Which of the following best describes moral reasoning?

answer

The process leaders use to make decisions about ethical and unethical behaviors

question

Which of the following is accurate about a leader who employs the Theory Y approach?

answer

The leader believes followers are intrinsically motivated by their work

question

Which of the following statements is most accurate concerning practical intelligence (aka "street smarts")?

answer

Lower levels of analytical intelligence may be compensated for by having higher levels of practical intelligence.

question

When a leader has demonstrated empathy with followers, it indicates that the leader

answer

has shown understanding of the followers' world and experiences.

question

Which of the following refers to one person's actual behaviors designed to change another person's attitudes, beliefs, value or behaviors?

answer

Influence tactics

question

Leaders following the authentic leadership approach

answer

have realistic self-perceptions

question

Managers with this particular orientation rely heavily on coercive and external-control methods to motivate workers. This includes such enticements as punishment and threats.

answer

Theory X

question

Leadership gurus Bennis and Goldsmith suggested four quality of leadership that engender trust. Which of the following are those four qualities?

answer

Vision, empathy, consistency and integrity

question

Which of the following examples is an attribution of blame?

answer

Individuals try to justify immoral behavior by claiming it was caused by someone else's actions.

question

Which of the following statements is true regarding coalition tactics?

answer

They are used when a leader seeks the aid of followers to influence others.

question

There is a strong tendency for people to resort to ______________ whenever they have an advantage in clout if other tactics fail to produce the desired results.

answer

legitimizing tactics

question

Many aspects of office arrangements can impact the power of a leader or a follower. Which of the following statements is true in relation to this?

answer

Individual's sittings at the ends of rectangular tables frequently wield more power.

question

Key characteristics such as self-control, trustworthiness, conscientiousness, adaptability and innovation correspond with ___________.

answer

self-regulation

question

What type of power is used to influence followers who have developed a close interpersonal relationships with their leaders?

answer

Referent

question

Which of the following is not one of the four biases identified through research to have a pervasive and corrosive effect on our moral decision making?

answer

Discrimination

question

Which of the following is an intrinsic reward?

answer

Personal growth

question

Which term refers to the behavior of reinterpreting otherwise immoral behavior in terms of a higher purpose?

answer

Moral justification

question

Influence is which of the following?

answer

The degree of actual change in a target person's values

question

____________ is involved in the service of higher goals to others and organizations and often involves self-sacrifice toward those ends.

answer

Socialized power

question

Which term refers to the behavior of minimizing individual moral responsibility for collective action that is encountered most when group decision making is in progress?

answer

Diffusion of responsibility

question

Research findings by French and Raven found that many leaders who relied primarily on ______ and _______ power had followers who were more motivated and satisfied. Thus the followers were absent less frequently and outperformed others.

answer

referent and expert

question

Which of the following phrases best characterizes "end-based thinking"?

answer

Do what's best for the greatest number of people

question

Which of the following is not included in the "fronts" of leadership required to establish an ethical climate?

answer

Multi-tasking ability

question

Which of the following statements concerning power and influence is incorrect?

answer

Leaders in well-functioning organizations are not influenced by their followers.

question

Sigmund Freud believed that the intrapsychic tensions among the id, ego and __________ caused one to behave in characteristic ways even if the real motives behind the behaviors were unknown to the person.

answer

superego

question

Leaders and followers who possess higher levels of __________ intelligence tend to be quick learners and have the ability to make accurate deductions, assumptions and inferences with relatively unfamiliar information.

answer

analytical

question

People typically use ingratiation when:

answer

They will personally benefit if the attempt is successful

question

Which theory explains the interesting relationships between leader intelligence and experience levels and group performance in stressful versus non-stressful conditions?

answer

Cognitive resources theory

question

The characteristics of reality testing, flexibility and problem solving are associated with an individuals' __________.

answer

adaptability.

question

Which of the following is not one of the types of intelligence identified in the Triarchic Theory of Intelligence?

answer

Strategic intelligence

question

What is the term used to describe the constructs representing generalized behaviors or states of affairs that are considered by the individual to be important?

answer

Values

question

As is glaringly evident by leadership failures in business and government, which set of leaders truly performs best under stressful conditions?

answer

Leaders with more experience.

question

Which type of power is a function of the amount of knowledge one possesses relative to the rest of the members of the group?

answer

Expert

question

Intelligence is a person's all-around effectiveness in activities directed by thought. Which of the following is also true of intelligence?

answer

Intelligence can be modified through education and experience.

question

Which of the following statements is true?

answer

Effective leaders intuitively realize they need more than legitimate power to be successful

question

Leaders who pull people together on the basis of shared beliefs and a common sense of organizational purpose and belonging do so through _________.

answer

compelling vision.

question

To which of the following leadership behavior dimensions do goal emphasis and work facilitation belong?

answer

job-centered

question

The degree to which someone tells others something and ensure that they understand what was said is called __________.

answer

communication effectiveness

question

Which term refers to an effort to attain objectives by attacking or hurting others?

answer

Aggression

question

In the realm of organizational leaders, those in the community or public domain different from those in the private sector most in that they ___________________.

answer

have access to fewer resources.

question

Which of the following is not a source for 360-degree feedback?

answer

Customers

question

Which of the following leadership dimensions were identified by the Ohio State Studies?

answer

Consideration and initiating structure

question

Which of the following statements about defensiveness is false?

answer

Defensiveness is an unnatural reaction when we are criticized.

question

Which of the following phrases does not describe the leadership pipeline?

answer

A model that lists the community of followers prepared for leadership roles

question

Which approach below is not mentioned by the textbook as a way to increase assertiveness?

answer

Learn to say yes

question

Which of the following statements regarding listening is not accurate?

answer

The best listeners are passive listeners.

question

Which of the following statements regarding 360-degree feedback systems is not true?

answer

Most 360-degree feedback systems are designed to make comparisons between people

question

Which of the following refers to how much a leader is friendly and supportive towards followers?

answer

Consideration

question

Which of the following best describes the application of work facilitation?

answer

Leaders acquiring and allocating resources

question

Which of the following skills and behaviors do not involve interacting with others and are among the most difficult to change?

answer

Intrapersonal

question

Which of the following is not a method for a leader to improve communication skills?

answer

Using constructive wit and sarcasm

question

Which of the following best describes the scope of mobilization?

answer

Strategic, planned purposeful activity to achieve clearly defined outcomes

question

In which of the following environments, according to research, is follower satisfaction likely to be highest?

answer

When leaders demonstrate a high level of consideration (for followers)

question

Which of the following best defines the skill of building social capital?

answer

The power of relationships shared between individuals

question

Which of the following dimensions comprise the Leadership Grid?

answer

Concern for people and concern for production

question

Which component of assertiveness skills is concerned with knowing when to behave assertively and when to refrain from such behavior?

answer

Knowledge

question

Which of the following statements is accurate concerning active listening?

answer

Active listeners do not disrupt the sender's message and will try to put the sender's message into their own words and scan the sender for various nonverbal signals.

question

According to the systems view of communication, which of the following is the correct sequence of events?

answer

Intention, expression, reception, interpretation, feedback, new intentions

question

Which analysis system below uses a graphic approach to systematically represent the root causes of a problem, the relationships between different causes, and sometimes includes a prioritization of the causes that are most important?

answer

Cause-and-effect diagrams

question

While all of these steps is necessary, which of the steps must first be accomplished when conducting a meeting?

answer

Determining if a meeting is necessary

question

Which term below describes the mental block that psychologists claim stems from the inability or difficulty seeing fresh uses for familiar things create?

answer

Functional fixedness

question

Which of the following skills category is comprised of competencies concerned with analyzing issues, making decisions, financial savvy and strategic thinking?

answer

Business skills category

question

Stress is the process by which we perceive and respond to situations that challenge us. Which of the following is not suggested as an effective stress management tool?

answer

Avoiding exercise late in the day

question

Relationships are fundamental to a leader's success. Which of the following is the best way to build relationships?

answer

Spending time listening to what the followers have to say

question

Which answer below contains the two components that together create credibility?

answer

Trust and expertise

question

Which of the following leadership terms best refers to the competency of helping a group or community recognize and define its opportunities and issues in ways that results in effective action?

answer

Framing

question

According to Locke and Latham, what are the most powerful determinants of task behaviors?

answer

Goals

question

Which of the following would most likely result in consistently higher effort and performance?

answer

Goals that are both specific and challenging

question

Which term refers to the phenomenon of reduced individual's reduced effort when they are working in a group rather than working individually or accountable for their work?

answer

Social loafing

question

What does transformational leaders use to fuel the followers' heightened motivational levels?

answer

Emotion

question

Which of the following is not an important reason to delegate?

answer

All are important reasons to delegate. Delegation strengthens the organization by providing opportunities to grow skill sets. Delegation can free up valuable time for the leader who delegates. Delegation, when done correctly, develops followers' skills and encourages them to strive for even more success.

question

According to Maslow's Hierarchy of Needs, which is the lowest level of need?

answer

Physiological needs

question

Which term refers to any consequence that increases the likelihood that a particular behavior will be repeated?

answer

Reward

question

According to the textbook, what are the key components that define empowerment?

answer

Leaders delegate leadership and decision-making down to the lowest level possible and equip followers with the resources, knowledge and skills necessary to make sound decisions.

question

Which of the following is a true statement regarding feedback?

answer

It is wise to stick to the facts and provide specific examples.

question

Which term below refers to any element that provides direction, intensity and/or persistence to behavior?

answer

Motivation

question

Which term refers to making judgments about the adequacy of behavior with respect to certain criteria such as work group or organizational goals?

answer

Effectiveness

question

Which term refers to the set of expected behaviors associated with a particular job or position?

answer

Group roles

question

Which of the following is not a principle of effective delegation?

answer

Assigning a procedure rather than an objective

question

Which of the following statements about delegating is false?

answer

Delegating is less frequent in higher performing organizations.

question

Functional, interdependent roles are characteristic of which stage of team development?

answer

Performing

question

Which of the following statements is true regarding performance?

answer

Performance concerns behaviors directed toward the organization's mission or goals or the products and services resulting from those behaviors.

question

Which of the following is considered a hygiene factor according to Heraberg's Two Factor Theory?

answer

Coworkers

question

Which of the following is consider a motivator according to Herzberg's Two Factor Theory?

answer

The work itself

question

Which term refers to interactions among team members, including such aspects as how they communicate with others, express feelings toward each other and deal with conflict with each other?

answer

Group dynamics

question

Which of the following terms best describes job satisfaction?

answer

Refers to how much a follower likes a specific kind of work

question

List the four stages of team development from inception to success:

answer

1. Forming 2. Storming 3. Norming 4. Preforming

question

Which term is an appropriate characterization of a worker who wonders "Just what am I supposed to be doing?"

answer

Role ambiguity

question

Which of the following should be the first step a leader takes when a team's progress stalls and an intervention is in order?

answer

Raise awareness of the situation

question

Which term refers to an individual's tendency to exert effort toward task accomplishment fueled in part by the strength of his/her motive to achieve success?

answer

Achievement orientation

question

Which term refers to the phenomenon that occurs when a highly cohesive group has members who overstep their boundaries -- perhaps even violating laws -- to please the leaders?

answer

Ollieism

question

Which of the following underlying causes of performance problems are the most difficult for leaders to recognize and correct?

answer

Motivation problems

question

Which term refers to the inefficiencies created when more and more people are engaged and working together?

answer

Process losses

question

Which term refers to the sum of forces that attract members to a group, provide resistance to leaving it and motivate them to be active in it?

answer

Group cohesion

question

Which of the following is not one of the macro level psychological components that underlies empowerment?

answer

Fear

question

Which effect refers to the environment in which a leader articulates high expectations for followers with clear implicit and explicit expectations about goal accomplishment?

answer

Pygmalion effect

question

Which one of the following is one of the micro level psychological components that underlies empowerment?

answer

All of these are correct. Self- determination, influence, and meaning.

question

Which characteristics are indicative of empowered employees?

answer

Self-determined, sense of meaning, high competence, and high influence

question

Managers who send inconsistent signals create conflict. Which term below best describes the conflict in the following situation? Supervisor while handing you a set of files: "I need this report back in 30 minutes and it had better be perfect."

answer

Intersender- role conflict

question

Which term refers to the burst of work output or effort when others are present?

answer

Social facilitation

question

Which term refers to the informal rules that groups adopt to regulate and regularize group members' behaviors?

answer

Norms

question

Which of the following statements is accurate concerning affectivity?

answer

Followers with a disposition for positive affectively consistently respond to changes, events or situations in a positive manner.

question

Which is the most accurate statement when comparing teams and group members?

answer

Team members can readily identify who is or is not on the team while group members may be more challenged if asked to identify who belongs to the group

question

Which term refers to the phenomenon that occurs when members of a group become more concerned with unanimity than in objectively appraising various courses of action?

answer

Groupthink

question

Some followers appear to get directions from more than one manager. When this occurs and the information in conflicting, the follower experiences internal conflict. Which of the terms below best describes this type of conflict?

answer

Intersender role conflict

question

According to the operant approach, which of the following statements would not describe a contingent reward?

answer

An employee receives a holiday bonus check

question

Which of the following best refers to Transactional Leadership?

answer

Transactional Leadership occurs when leaders and followers are in some type of exchange relationship in order to get needs met

question

Where in an organization hierarchy is the need for a change initiative most likely to first be realized?

answer

In the top ranks

question

Which of the following examples demonstrates the highest levels of situational favorability?

answer

Leader-member relations are good; the task is structure and position power is high

question

Followers frequently resist change because they believe they will lose power or authority. Which of the following would be a wise move for a leader in such a situation?

answer

Demonstrate empathy and use good listening skills.

question

Which system below refers to the authority a person derives because of his/her exemplary characteristics?

answer

Charismatic authority system

question

If a decision has a rational or objectively determinable "better or worse" alternative, the leader should select the better alternative. What is this approach called?

answer

Decision quality

question

Which is the best case for the importance of management skills?

answer

Reviewing progress on change plans

question

Workers may be able to accomplish their tasks in an autonomous fashion, but the products of their efforts must be coordinated in order for the group to be successful. Which of the following terms references this concept?

answer

Task interdependence

question

What is the nature of the LMX Theory?

answer

LMX Theory focuses on the nature of the relationship between the leader and his/her followers.

question

Which of the following themes supports the notion that an organization is a set of interlocking systems?

answer

Systems thinking approach

question

Organizational structure is not the same as the organizational hierarchy. Nonetheless, which of the terms below best describes organizational structure?

answer

A tool for getting things done in organizations

question

Which of the four cultures described below is most likely to have formal rules, well defined policies and procedures?

answer

Hierarchy

question

A known procedure for accomplishing a task is accompanied by rules governing how the performer is to go about completing the task. If done correctly, only one result (successful result) occurs. Which term best describes this situation?

answer

Structured task

question

Which of the following statements is false?

answer

A vision is the final destination for an organization

question

Which of the authority systems below is associated with leaders thought to possess divine or superhuman qualities?

answer

Charismatic

question

Industrial age organizations prospered by offering low-cost but standardized goods and services. To which of the terms does this best associate?

answer

Customer segmentation

question

According to Beer's model for organizational change, what should leaders do to increase the amount of change?

answer

Increase the clarity of vision

question

Which of the following is typically associated with greater horizontal complexity?

answer

Vertical complexity

question

Jeff works as a self-employed consultant. He decides when where and how he works based on market demand and his own personal preference. In this regard, which of the following is the best assessment of this type of arrangement?

answer

Task autonomy

question

It sounds counterproductive that to facilitate change, followers must be somewhat dissatisfied with the organization. To that end, a leader may need to increase dissatisfaction levels to expedite change. In general, which is the first step that leaders can take to increase follower dissatisfaction levels?

answer

Determine just how satisfied followers are with the current situation

question

Which of the leadership types listed below is most associated with leaders who avoid responsibilities, fail to make decisions, are absent when needed or fail to follow up on requests?

answer

Laissez-faire

question

The information age organization operates with integrated business processes that cut across traditional business functions. This is associated with which operating assumption underlying the information age?

answer

Cross functions

question

Which of the following statements best describes follower readiness?

answer

How ready an individual is to perform a particular task

question

Which of the following comprises the focus of the normative decision model?

answer

Decision making

question

Which terms best refers to the approach of leaders who act to optimize their part of the organization at the expense of sub optimizing the organization's overall effectiveness?

answer

Siloed thinking

question

Which of the following is true of charismatic leaders?

answer

They use stories extensively to make their points

question

Which decision making method provides the most swift decision making and resolution implementation?

answer

Autocratic decisions

question

Which of the following types of leadership serves to change the status quo by appealing to followers' values and their sense of higher purpose, in essence, appealing to their emotions?

answer

Transformational leadership

question

A set of operating assumptions (Kaplan and Norton) have been identified that speak to the changes in the way companies operate. Which of the following was not a specific part of the studies?

answer

Logistics

question

Which of the following is the most powerful underlying factor when determining overall situation favorability?

answer

Leader-member relations

question

Which of the following is not a characteristic of an adaptive challenge?

answer

The problem may be complex, but there is an expert solution to solve it.

question

Which of the following types of culture has roots that mean "temporary or specialized"?

answer

Adhocracy culture

question

Which of the following statements about transformational leaders is true?

answer

Transformational leaders are inherently future-oriented

question

How does the Fiedler's contingency model compare to the Situational Leadership Theory?

answer

Is about 180 degrees in similarity

question

Which of the following statements regarding unstructured tasks is false?

answer

While it is easier for a leader to give instruction in unstructured tasks, it is not necessarily the most helpful thing to do.

question

Which of the following is not a component of the Four Leader Behaviors of the Path-Goal Theory?

answer

Sub directive leadership

question

In which of the copying changes listed below would a follower question whether the company really knew what it was doing but conducting a reduction in force (layoffs) and rationalize that it (the company) will be calling the follower and some peers back to work.

answer

Rejection

question

Which of the following statements about the normative decision model is true?

answer

For ease of presentation, each factor has been placed solely within one circle or another.

question

Organizational charts are typically comprised of boxes representing jobs within an organization. The term "steps from the top" refers to the layers of an organization resulting with some organizations referred to as flat and others as complex. Which of the following terms is used to describe the number of levels appearing on the chart?

answer

Vertical complexity

question

Which term below refers to the geographical dispersion of an organization?

answer

Spatial complexity

question

Which of the following terms refers to the number of hierarchical levels appearing on an organization chart?

answer

Vertical complexity

question

Which of the culprits below is the most common underlying cause of failed change initiatives?

answer

The leader's inability or unwillingness to address culture and capabilities issues

question

Which of the following is an advantage of decentralized organizations?

answer

Greater acceptance and ownership of decision outcomes

question

Which of the following statements concerning societal culture is inaccurate?

answer

To most outsiders, the most salient and visible aspect of any culture is generally the values.

question

Which of the following is not a subelement of situational favorability?

answer

Motivation hierarchy

question

What is regarded as the "fuel for organizational change?

answer

Follower's emotions

question

Which group below is good at building teams and getting results through others?

answer

Competent managers

question

Perfectionist who rarely delegates; when delegation happens, the person micromanages the work; frequently called nitpicker

answer

Diligent

question

demonstrates loyalty to supervisors over all else; commits to unrealistic requests; frequently regarded as spineless and brown-noser

answer

Dutiful

question

high energy person who gins up enthusiasm but also can quickly change focus; demonstrates mood swings; seldom completes tasks; referred to as an adult with ADHD

answer

Excitable

question

has a larger than accurate sense of self (big for their own britches) but is a workhorse; tells everyone about workhorse abilities; soaks praise but quick to pass blame; said to be a person with martyr syndrome

answer

Bold

question

In which of the following do wise managers tend to do a particularly good job?

answer

All of these

question

Which of the following is not one of the five general approaches to managing conflict?

answer

Negotiation

question

Which of the following underlies the derailment pattern of the inability of managers to build and lead a team?

answer

The existence of dark side traits

question

Which of the following terms best describes the situation in which people in positions of authority face extremely tough situational or follower events that temporarily interfere with their ability to build teams and get results?

answer

Episodic managerial incompetence

question

Which of the following is frequently cited as a primary reason for CEO failure?

answer

People problems

question

Which of the following statements concerning dark-side traits is true?

answer

All are true

question

Which of the following examples is factor that may interfere with a person's ability to be seen as a competent manager?

answer

All of these are situational factors

question

Which of these groups of people are in positions of authority yet want no attention, have difficulty building teams and getting desired results?

answer

In name only managers

question

Which of these followers when pushing for solutions plows ahead under the mantra to "seek forgiveness" rather than ask permission?

answer

Self-starters

question

Which of the following best refers to the term "organizational fit"?

answer

The degree of agreement between personal and organizational values and beliefs

question

Which of the causes listed below is cited by researchers as accounting for the failure of most new businesses within their first five years of operation?

answer

Managerial incompetence

question

Which of the following characteristics are common among derailed managers who derail due to an inability to build relationships with coworkers?

answer

Organizational isolation

question

Which of the following approaches to managing conflict is characterized by a compromise between domination and appeasement?

answer

Sharing

question

Which of the following groups of people can be said to have gained insight into their dark-side traits, founds methods to negate the debilitating effects of the traits, and risen about the trappings of the traits to be successful in their organizations?

answer

Competent managers

question

Which of the following aids is more likely to attract followers to support a leader's vision?

answer

Stories

question

Which of the following statements about executive teams is accurate?

answer

Not all work done at the executive level requires all of the executive team to be present.

question

Which of the following is not a dark side personality trait?

answer

Charismatic

question

Which of the following is least like to create conflict and more like to create collaborative energy and loyalty?

answer

Teams have low levels of task interdependence

question

Which characteristics below would be found exist in high levels in competent managers?

answer

Both situational and self-awareness

question

Which of the following is not a component of the leadership vision?

answer

Operating principles

question

Which of the following refers to the relevant knowledge a person possesses which can in turn be leveraged to solve a problem?

answer

Subject matter expertise

question

Which of the following statements about negotiation is true?

answer

Negotiators (and all managers in general) should separate the people from the problem. They know they must avoid making "it" personal.

question

When it comes to strategy, successful organization employ which of the following managerial tactics?

answer

Have a higher percentage of competent managers than their competitors

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